General Manager Services and Access
Service Delivery and Operations
As a member of the Service Delivery and Operations (SDO) Leadership Team the General Manager
Services and Access contributes to the departmental system of service delivery. They lead the
Services and Access business group, and are accountable for service design, and efficient delivery
of customer centric products and services. They are also accountable for driving increased
customer up-take of digital services, service availability and customer satisfaction.
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Reporting to: Deputy Chief Executive, Service Delivery and Operations
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Location: Wellington
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Salary range: Delivery M
What we do matters – our purpose
Our purpose is to serve and connect people, communities and government to build a safe,
prosperous and respected nation.
In other words, it’s all about helping to make New Zealand better for New Zealanders.
How we do things around here – our principles
We make it easy, we make it work
•
Customer centred
•
Make things even better
We’re stronger together
•
Work as a team
•
Value each other
under the Official Information Act 1982
We take pride in what we do
•
Make a positive difference
•
Strive for excellence
Working effectively with Māori
Te Aka Taiwhenua – our Māori Strategic Framework – enables us to work effectively with Māori.
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Te Aka Taiwhenua is underpinned by our mātāpono – Kotahitanga, Manaakitanga,
Whānaungatanga, He Tāngata.
As DIA is an agent of the Crown, Te Tiriti o Waitangi/The Treaty of Waitangi is important to
everything we say or do. We recognise it as an enduring document central to New Zealand’s past,
The Department of Internal Affairs
Te Tari Taiwhenua
present and future. Building and maintaining meaningful relationships is important to work
effectively with Māori, stakeholders and other agencies. We accept our privileged role and
responsibility of holding and protecting the Treaty of Waitangi / Te Tiriti o Waitangi.
Spirit of service
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā,
hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna
hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori.
Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā
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mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.
Act
In the public service we work collectively to make a meaningful difference for New Zealanders
now and in the future. We have an important role in supporting the Crown in its relationships
with Māori under the Treaty of Waitangi. We support democratic government. We are unified by
a spirit of service to our communities and guided by the core principles and values of the public
service in our work.
What you wil do to contribute
As a result we wil see
Strategic leadership and advice
Information
As a member of the Branch Leadership Team and as
• Behaviour as a senior leader in line
leader of the functional area:
with the DIA capability Framework.
• Provide advice to the DCE and Leadership Team
• The DCE and Leadership Team
members on relevant strategic developments and
members are well informed and
issues arising.
advised.
Official
• Contribute to the ongoing development of a
• A well informed and relevant
strategic direction for the departmental system of
contribution to the strategic
service delivery.
leadership of the branch.
the
• Contribute to the branch business planning
• Assigned projects and programmes
process by co-developing the branch strategic and
are delivered according to plan.
annual business plans and leading the planning for • The branch is wel represented in
their own functional area.
departmental governance bodies.
• Contribute to the monitoring of the delivery
• Strong relationships / alignment with
under
against the branch plan, lead the monitoring of
senior leaders across the
the planning for their own functional area and
department.
take corrective action if required.
• Contribute to the strategic development of
products and product bundling and lead the
strategic development of associated service
delivery.
• Lead and/or participate in branch-wide and
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departmental strategic projects, programmes and
governance bodies.
• Work in close collaboration with relevant senior
leaders across the department.
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The Department of Internal Affairs
Te Tari Taiwhenua
What you wil do to contribute
As a result we wil see
Sector and system leadership
• Contribute to and provide leadership for
• Behaviour as a senior leader in line
departmental programmes aimed at sector and
with the DIA Capability Framework.
system innovation.
• The department is wel represented
• Lead and/or participate in projects, programmes
and takes a leadership role in cross-
and governance bodies across New Zealand
government projects and
government and overseas, as well as with life
programmes.
event, identity and security services industry and
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• New Zealand has a leadership role in
community groups.
the continuous development of the
• Represent New Zealand government and lead
international system of identity and
international bodies and forums, in close
life event services
Act
collaboration with relevant government and
• The interests of the department and
international agencies.
New Zealand are protected and
• Represent New Zealand’s interests when
advanced.
negotiating bi-lateral or other international
agreements.
People leadership and management
• Contribute to branch and departmental talent
• Behaviour as a senior leader and
management processes.
people leader in line with t
Information he DIA
• Recruit, lead and manage the business group in
Capability Framework.
line with the HR guidelines and the People Leader • Leadership and management of the
profile of the DIA Capability Framework.
business group meet the DIA
• Drive and enable the collaboration, coordination
expectations.
and information sharing across the department
Official
the
under
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The Department of Internal Affairs
Te Tari Taiwhenua
What you wil do to contribute
As a result we wil see
Functional leadership
• Ensure the business group contributes to branch
• The system for life events products
and departmental customer centric business
and services is continuously
development initiatives aimed at continuous
extended and improved.
improvement and extension of the system of
• The business group has a culture of
service delivery
continuous improvement, which
• Lead the development of customer, service and
places the customer at the centre of
channel strategies and provide input to product
service design, development and 1982
strategy development
delivery
• Lead the design and delivery of customer centric
• Service delivery targets including
services including customer design, digital service
accessibility, customer satisfaction,
Act
and channel design, workflow and process design
timeliness, accuracy and cost
• Ensure channels are designed, developed,
effectiveness are met.
maintained and available to meet customer needs • Increased customers accessing
and service delivery targets
services digitally
• Ensure a coordinated and consistent approach to:
• A consistent customer experience
○ developing, promoting and managing new
across all products and services
digital services
• Delivery of life event products and
○ customer and staff information management
services that meet customer needs
and comply with relevant legislation
Information
○ content design and management
• Ensure reporting on performance across channels
• The administration of the BDM
and services is used to inform strategy
Registrations Act and the Marriage
development, service design, continuous
Act meets the legislative
improvement and digital up-take
requirements.
• Ensure all services are delivered in line with
• The Minister is wel supported and
Official
legislation and service delivery targets
advised and the administration of
the legislation meets the legislative
• Execution of statutory powers and duties as
appointed as Registrar-General under s59 of the
requirements.
the
State Sector Act 1988 and s79 of the BDM
• Well informed and relevant
Registrations Act 1995, s4 of the Marriage Act
contribution to the development of
1955.
related policy, legislation and
international standards.
• Exercise delegated powers and functions under
s4a of the Citizenship Act and associated Acts.
under
• Ensure the provision of advice to the Minister on
citizenship decisions including the granting of and
deprivation of citizenship status.
• Provide input and advice regarding the
development of operational policy and legislation
that impacts service delivery.
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The Department of Internal Affairs
Te Tari Taiwhenua
What you wil do to contribute
As a result we wil see
Operational management
Ensure the business group complies with al
• The business group complies with al
departmental management processes, including:
departmental management
• Financial management: taking accountability for
processes and guidelines.
financial performance, managing budgets and
ensuring efficient and effective use of financial
resources.
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• Quality assurance: developing and implementing
standards, systems and processes and
contributing to QA, compliance and audit
processes.
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• Risk management: identifying issues, developing
risk mitigation strategies, informing DCE and the
branch Leadership Team as required and building
and maintaining relationships focusing on a whole
of DIA approach and management of risk.
• All reporting requirements.
Health and safety (for self)
Information
• Ensure my own wel being, health and safety and
• A safe and healthy workplace for all
take reasonable care not to adversely affect the
people using our sites as a place of
health and safety of others.
work.
• Co-operate with DIA’s health and safety policies
• Health and safety guidelines are
and procedures (incl. emergency).
followed
• Report all near misses, hazards, unsafe behaviours • Al staff understand their roles and
Official
and unsafe conditions.
responsibilities in relation to
wel being, health, safety and
emergency management
the
Health and safety (for Branch/Organisation)
[
Adapt and edit as appropriate to
individual needs]
Keep our people healthy, safe and well
• There is clear visibility, strong
under
• Demonstrate and be accountable for an active
support and connection to DIA policy
commitment and visible behaviours that are
and procedures
aligned with our vision
• Appropriate resources and processes
• Holding management to account for meeting
are available to manage risk and
policy, key performance indicators, and vision.
participate
Leadership through effective planning, setting clear
• Improved key performance
direction in the wel being, health and safety strategy.
indicators, employee satisfaction and
retention.
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The Department of Internal Affairs
Te Tari Taiwhenua
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Who you wil work with to get the job done
Advise
Collab w
Influence
Info
M le
Deliver t
DIA Chief Executive and Executive Leadership
Team
Internal Branch DCE and senior managers
Senior managers and advisors across DIA
Ministers
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Central agencies
Other government departments
Local and international relationships related
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to the responsibilities of the Registrar
External General
Commercial business partners and external
vendors
Sector industry and community groups
Hapu and iwi
Relevant networks and professional
associations
Information
Your delegations
Human Resources and financial delegations
Level C
Direct reports
8
Total number of reports
400
Official
Statutory powers
Passport Act 1992 and Citizenship Act 1997 in
accordance with the departmental delegations
policy and delegations schedule
the
Your success profile for this role
What you will bring specifically
At DIA, we have a Capability Framework to help
Experience:
guide our people towards the behaviours and
• Several years of experience in leading and
skil s needed to be successful. The core success
managing a large services and production
under
profile for this role is
Senior Leader.
organisation.
• Leading and managing innovation in
Keys to Success:
customer centric service design and
• Adaptive leadership
delivery.
• Driving innovation and transformation
• Proven experience in transitioning
• Strategic agility
customers from traditional channels to
• Political savvy
digital services.
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• Empowering people for success
Knowledge:
• Inspiring others through vision and purpose • In-depth knowledge of customer centric
service design and delivery.
• Understanding of public sector
management frameworks, relevant
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The Department of Internal Affairs
Te Tari Taiwhenua
Your success profile for this role
What you will bring specifically
legislation and reporting requirements.
• Understanding of the political process and
the role and place of public service
agencies.
• Commitment to the overall goals and
objectives of New Zealand public services,
including partnership with Māori in the
context of the Treaty of Waitangi.
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Other requirements:
• Security Clearance – Top Secret Act
Information
Official
the
under
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