Team Leader - Operational Support

Mō tēnei tūranga mahi | About this role

• Newly created leadership role
• Permanent role
• Palmerston North location

Te Whiwhinga mahi | The opportunity

This newly created leadership role will see you supporting the Team Manager LEV and Operational Support as well as being a source of motivation and energy for our people. You will lead the team's operational admin support responsibilities, and drive performance to meet agreed KPI's. This is a key people leadership role, so we are looking for someone with a passion for coaching and experience in leading a high performing team to deliver great customer outcomes. Working closely with the wider customer operations team, our contact centres and our wider organisational support function, this role will contribute to the maintenance of integrity of the Customer Operations system.

Our Group and Team Purpose

• Deliver great transactional products and services through operational excellence and a customer focus.
• Support the effective operation of the land transport system by making transactional and backend services simple, easy to use and effective for the user.
• Continue to improve the experience of people who interact with Waka Kotahi and our services and products by driving efforts to assess and elevate areas where the customer experience can be optimised to make customer interactions consistent, simple, and positive experiences.
• Develop a service and back-end delivery capability to support effective and efficient operation of new and emerging functions for Waka Kotahi including licensing, ERP incentive schemes, National Ticketing, and Safety Camera Systems and ticketing.
• Create our customer and services strategy with others to deliver an integrated customer and user experience informed by understanding our customer requirements to advise the business on how we can strengthen our focus in this area.

Ko koe tēnei | About you

As well as your leadership attributes, you will need to bring your 'know how':

• Strong people leadership skills with proven track record of achieving results through leading people and ensuring key performance objectives are met.
• Proven experience in building people capability, including coaching, mentoring and managing performance development plans
• Excellent interpersonal and communication skills, both verbal and written
• Experience in sound decision making and complaints management

Please click here for the Position Description.

You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori. You will also have knowledge of, or a willingness to gain an appreciation of te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public sector.

Ko wai mātou | About us

At Waka Kotahi NZ Transport Agency, it all starts with our people. The organisation's performance and success depends on the people who choose to make this a great place to work and make a difference for Aotearoa. Waka Kotahi has a strong future focus, understanding that new technologies and changing customer expectations mean the transport system we know today will not be the one we deliver in ten years time.

The Customer and Services Group helps deliver a positive land transport experience by making
interactions with Waka Kotahi products and services simple, easy to use and effective for users.

Along with our other benefits we also have new Waka Kotahi Life, Income Protection and Critical Illness Insurance scheme available for permanent employees.

Rā Katinga | Applications close:

17 October 2024

For further information, email: careers@nzta.govt.nz

To be considered for this position you must have a legal right to live and work in New Zealand.

NZTA| Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.

Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.