Operations Manager - Community Pools
Our vision
Kia mahi ngātahi mō Pōneke mō tōna ā āpōpō Working together for Wellington's future
Our values
He tangata, he tangata, he tangata
Whakapai ake
We put people at the heart of what we do
We’re always improving
Mahi ngātahi
Mana tiaki
We collaborate
We care for our places
To learn more about Wellington City Council visi
t wellington.govt.nz
Role details
Directorate
Customer & Community
Business unit
Parks, Sports and Recreation (PSR)
Reports to
Community Pools Manager
Location
Community Pool TBC (Tawa, Keith
Spry, Karori and Freyberg)
The purpose of the Community Pools team is to provide exceptional and affordable aquatic spaces and experiences so
our community can be active, connected and healthy.
The purpose of the Operations Manager is to be responsible for the day to day management of the operations of their
facility. This includes leading the operations team to deliver safe supervision of customers, high standards of facility
presentation, water quality and professionalism.
What you’ll do
Accountabilities
Responsibilities
Facility Management Manage the day to day operations of the facility to ensure success in accordance with agreed
levels of service and business plans.
Support the Community Pools Manager with the ongoing strategic planning, development and
improvement of the facility.
In conjunction with the Community Pools Manager, develop annual work plans which include
training, performance management and development, health & safety and equipment
maintenance plans.
Deliver operational performance reporting to the Community Pools Manager.
Develop and monitor procedures and schedules for facility maintenance and presentation,
ensuring they are effective, and making improvements where required.
Maintain and monitor water treatment levels and associated plant in accordance with national
prescribed standards and procedures.
Maintain personal levels of competence sufficient to lead and carry out emergency response
to customers or fellow team members as required.
Customer Service
Ensure high quality customer service is at the heart of what the Operations team delivers
Ensure clear and accurate information to customers about the facility services and
programmes
Ensure customer service systems respond quickly and effectively to customer requests and
queries.
Ensure effective customer care and consideration including a positive, welcoming, helpful
courteous manner at all times to all customers.
Proactively develop and maintain positive relationships with facility customers and user
groups.
Encourage and respond positively to customer feedback, seeking assistance from the
Community Pools Manager when required.
Ensure customer service is delivered according to protocol and standards.
Services Delivery
Meet specified service levels for the delivery of Facility services.
Staff rosters are planned and maintained to meet all health and safety and customer service
requirements.
Ensure that all legal, corporate and industry standards are adhered to.
Ensure contracts or other agreements are managed effectively.
Ensure operational protocols, procedures, quality systems and standards are implemented
and monitored and that a climate of continuous improvement is embedded in the facility.
Develop and manage Support the team to achieve the organisation’s vision and objectives.
a highly effective
Support and upskill the Duty Managers to build and enhance the capability of the team.
team.
Create and maintain a culture of high performance where personal development is valued.
Maintain high levels of staff motivation and teamwork with a focus on service standards, value
for money, and continuous improvement.
Support Duty Managers in the staff recruitment processes and on boarding.
Identify training needs and coordinate delivery of in-house training requirements.
Working with the Business Support Team, implement the training frameworks for staff
induction and development.
Maintain personal levels of competence sufficient to lead and carry out emergency response
to customers or fellow team members as required
Relationship
Work closely with the Community Pool Manager and fellow Operations Managers to develop
Management
and implement consistency across the network
Work closely with SwimWell / Club Active and other colleagues based at the facility, ensuring a
strong culture of collaboration and customer focus exists.
Establish, manage and maintain effective and co-operative relationships with all internal and
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external stakeholders in conjunction with the Customer Service function.
Provide expert advice and support to stakeholders and accurate and timely policy advice to
PSR and other WCC units
Liaise with contractors and suppliers to ensure a high standard of service delivery
Financial
Work with the Community Pools Manager to manage OPEX budget.
Management
Adherence to Council financial policies & procedures
Continually review opportunities for generating revenue and ways to effectively manage
operational expenses
Risk Management
Ensure that the provisions of the Health and Safety at Work Act, Vulnerable Children’s Act,
and Compliance
Building Compliance Act, Pool Supervision Standards and New Zealand Standards for the
Operation of Public Swimming Pools are incorporated in all operational systems and
procedures.
Comply with the Council’s Risk Management Framework, including:
o identify, assess and monitor existing, new and emerging risks
o appropriately communicate and escalate risks, treatment plans, issues and events
o ensure all risks associated with all activities and projects are managed in accordance with
the level of risk description, and that appropriate controls and mitigations are in place.
Leadership - you will
Demonstrate leadership behaviours in all that you do, including inspiration, vision, courage,
be expected to
and integrity.
demonstrate
Operate from a shared values base and positively role model and demonstrate behaviours and
leadership in line
management practices consistent with those values.
with the preferred
Identify issues or risks to achieving business objectives, develop and implement mitigation
culture for the
strategies with colleagues and team members
organisation
Asset Management
Management of the asset and deliver efficient environmentally considerate facility asset
operations.
Supervise regular preventative maintenance checks and facilitate any repairs in consultation
with the Asset Team (PSR) and the Community Pools Manager.
Ensure facility assets are maintained and developed, this includes utilisation management.
Ensure the asset management plan objectives are achieved
Health and safety –
Be accountable for ensuring health and safety systems and practices are adhered to
Leaders will provide
consistently and with the mandate and function of your role.
visible leadership in
Ensure compliance with legal requirements and the empowering of all individuals to
health and safety
consistently work safely across all of PSR.
systems and
Ensure you have current knowledge of health and safety matters as it relates to PSR.
practices to assist in
Understand the hazards and risks associated with the operations of PSR.
the achieving of the
Celebrate and reward health and safety successes; challenge attitudes and behaviours that
value of “aspire to
don’t support workplace
zero harm”.
Take responsibility for your work environment; identify hazards and risks to ensure
they are addressed.
Work with the Business Support Team to implement health and safety frameworks.
Knowledge of Business Continuity Plan requirements and ability to action if required
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Qualifications and experience
Qualifications
A relevant tertiary qualification in Recreation Management or equivalent
experience.
Water Treatment Operations Certificate
Water treatment experience
First aid qualifications
Full Driver’s Licence desired
Experience and knowledge
Strong demonstrable knowledge of and experience in:
Customer service
Programme administration, delivery and evaluation
Staff management and leadership
Financial planning
Risk and emergency management
Building strong user group relationships
Role dimensions
Reports
Direct reports
Duty Managers
Indirect reports
Lifeguards
Reception staff (if any)
DFA Level
2
Budget
TBC
Key relationships
Internal
Community Pools Manager
External
The public
Programmes Team Leader
Associations, sports clubs,
Pool Operations Managers
interest groups, trusts and
(across network)
community organisations
Other Facility/Hub Staff
Commercial service providers,
Business Support Team
consultants and suppliers
Asset Team (PSR)
Schools and other Education
Human Resources
Institutions
Contact Centre
Local and central government
Other Council Business units
agencies and bodies
Iwi
Ki Te Hoe – Core Capability Level
Leading Teams – Increasing focus on People (eg motivating,
supporting and developing teams; as well as building skills
in providing oversight and achieving through others). For
more details on the capabilities required for a Leading
Teams role check out ou
r core capability framework.
Last reviewed
January 2020
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Overview of core capabilities
Category
Capability
Description
Expertise
Specialist expertise
Show technical expertise as required by your role.
Decisions
Analytical skills
Analyse information to solve problems and make decisions.
Making our vision real
Support the Council to achieve its vision and priorities.
Results
Achievement drive
Show ambition and initiative, and take accountability.
Performing and delivering
Plan and organise to deliver results and improve how
work is done.
Delegating
Achieve results by delegating and overseeing work.
Customer engagement
Engage effectively with our customers to understand
and respond to their perspectives and needs.
Managing risk
Identify risks and take action to manage them.
Health and safety
Identify risks to health, safety, and wellbeing, and take action
to manage them.
Influence
Communicating
Communicate clearly, respectfully and with impact.
Assertiveness
State your views plainly and resolve conflicts directly.
Managing Performance
Bring out the best in others.
Persuasiveness
Persuade and inspire others.
Political acumen
Work effectively within the local government context.
Enabling change
Lead change initiatives.
People
Connecting
Show empathy, listen actively and connect with others.
Collaborating
Build relationships and work with others to achieve
common goals.
Building Teams
Develop collaborative and effective teams.
Inclusiveness
Work inclusively with people from different backgrounds and with
different abilities.
Mātauranga Māori
Show knowledge of our Treaty obligations, te reo,
tikanga, and kaupapa Māori.
Developing self and others
Invest in your personal development and
developing others.
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