This is an HTML version of an attachment to the Official Information request 'INZ Hamilton staffing structure, role details, training, internal checklists, KPIs, pay ranges, and turnover data.'.

 
18 August 2025
Immigration Trust
[FYI request #31030 email] 
DOIA-REQ-0014503
Tēnā koe Immigration Trust
Thank you for your email of 20 May 2025 to the Ministry of Business, Innovation and Employment 
(MBIE)  requesting,  under  the  Official  Information  Act  1982  (the  Act),  information  regarding 
Immigration New Zealand's operations in Hamilton.
On 18 June we advised that MBIE needed to extend the time available to answer your request as a 
large quantity of information was in scope of your request and meeting the original time limit would 
unreasonably interfere with our operations.
On 3 July we advised that MBIE had assessed and decided to grant your request and would provide 
you the requested information as soon as it is ready and without undue delay. We noted that some 
information would be withheld where necessary.
Our Response
Request: The latest organisation chart for Immigration New Zealand in Hamilton 
Please find the organisation chart for the Hamilton Immigration New Zealand (INZ) visa operations 
branch attached as Appendix A. Details about roles outside the Hamilton-based visa operations team 
are  included  in  other  sections  of  this  response  to  ensure  complete  coverage  of  the  Hamilton 
operations.
Please  note  that,  consistent  with  the  Government’s  Protective  Security  Requirements,  we  have 
withheld the names of staff below Tier 5 under section 6(a) of the Act where information would be 
likely  to  prejudice  the  security  or  defence  of  New  Zealand  or  the  international  relations  of  the 
Government  of  New  Zealand.  MBIE  takes  its  protective  security  responsibilities  seriously,  which 
includes protecting our people. 
 
In determining our approach to the threats our people face, we are guided by information on New 
Zealand's Security Threat Environment, which can be found on the following page: 
 
New Zealand’s Security Threat Environment | New Zealand Security Intelligence Service 

Request:  Job  description  and  requirements  for  each  job  position  at  Immigration  New  Zealand  in 
Hamilton 
Please  find  the  job  descriptions  of  roles  within  the  INZ  Hamilton  branch  attached  as  Appendix  B. 
Included in the appendix are position descriptions for the following roles:
• Assurance Advisor
• Senior Immigration Officer
• Head of Operations Hamilton
• Senior Resolutions Analyst
• Immigration Manager
• Senior Support Officer
• Immigration Officer
• Senior Technical Advisor
• Practice Lead
• Support Officer
• Senior Administration Coordinator
• Technical Advisor
• Senior Business Advisor
• Visa Operations Manager
Request:  Training  programme  and  material  for  each  job  position  at  Immigration  New  Zealand  in 
Hamilton 
The Hamilton office includes a wide range of roles. Each of these roles has its own induction and 
upskilling pathways, and the associated training materials vary significantly in format, content, and 
delivery method. Given the volume and diversity of roles, compiling all training materials for every 
position and the volume of material encompassed, this part of your request is refused under section 
18(f) of the Act, because the information requested cannot be made available without substantial 
collation or research. 
Request: Key performance indicators for each job position at Immigration New Zealand in Hamilton 
We do not use key performance indicators for understanding the success of individual performance 
for INZ staff. Therefore, this part of your request is refused under section 18(e) of the Act, as the 
information requested does not exist.
However, we do have a Success Measures Framework, which is designed to improve transparency for 
staff and people leaders on what success looks like for certain INZ roles. MBIE has worked closely with 
the  Public  Service  Association  on  both  setting  performance  expectations  and  monitoring  them  to 
ensure staff have a level of input and ownership.
Individual productivity is always more than the numbers of decisions made– it covers several areas, 
including quality, customer focus, behaviours and quantity. We are committed to maintaining a high 
quality of decision-making and there are regular audits to ensure that happens.
This Success Measures Framework covers the following roles:
Visa Operations 
Risk & Verification 
• Support Officer 
• Verification Officer 
• Senior Support Officer 
• Senior Verification Officer
• Immigration Officer 
• Senior Immigration Officer 
• Technical Advisor 
• Senior Technical Advisor 

The Success Measures Framework establishes seven core aspects: 
1. Strong linkages to MBIE’s and INZ’s strategies. 
2. The principles within which the framework should be applied. 
3. The pillars that are important to our people and support achieving INZ’s objectives. 
4. Integrating with new technology and ways of working. 
5. Effective leadership to support the framework. 
6. A mechanism for operational leaders to set Success Measures with their teams. 
7. Frequent review periods of Success Measures. 
Please refer to Appendix C for the Visa Operations Success Measures. Please note that information 
on products processed in INZ branches outside of Hamilton have been marked as out of scope.
Request: The internal checklists used by Immigration New Zealand officers when assessing various 
types of partnership visa applications. 
Please refer to Appendix D for the information related to assessing partnership applications. Please 
note some information is withheld under section 6(c) of the Act as making this information available 
would be likely to prejudice the maintenance of the law, including the prevention, investigation, and 
detection of offences, and the right to a fair trial.
Request: Pay range for each job position at Immigration New Zealand in Hamilton 
Please refer to the table included in Appendix E at the end of this response for the pay range of each 
role in INZ’s Hamilton branch as at 21 July 2025.
Request: Staff turnover rate for each job position at Immigration New Zealand in Hamilton for the past 
five years 
Please refer to the table included in Appendix E at the end of this response for the staff turnover rate 
for each role in INZ’s Hamilton branch. Please note that data for the year 2021 is excluded from this 
report due to the HR system transition during that period, to gather this information would require 
manually collating and reconciling the data. As such, this part of your request is refused under section 
18(f) of the Act, because the information requested cannot be made available without substantial 
collation or research. 
Throughout  this  response  where  information  is  withheld  under  section  18(f)  of  the  Act,  I  have 
considered whether the Ministry would be able to respond to your request given extra time or the 
ability to charge for the information requested but I have concluded, in both cases, the Ministry’s 
ability to undertake its work would still be prejudiced. These tasks would remove Ministry staff from 
their core duties and therefore the greater public interest would not be served. I am also satisfied that 
consulting with you would not allow the Ministry to fulfil any of the information that is refused under 
section 18(e) or 18(f) of the Act. 
You have the right to seek an investigation and review by the Ombudsman of this decision. Information 
about how to make a complaint is available at www.ombudsman.parliament.nz or freephone 0800 
802 602.


If  you  wish  to  discuss  any  aspect  of  your  request  or  this  response,  please  contact 
[email address].
Nāku noa, nā
Jeannie Melville
Deputy Chief Operating Officer Immigration
Immigration New Zealand
Ministry of Business, Innovation & Employment 

Appendix E
Table: Pay range for each role in INZ’s Hamilton branch as at 21 July 2025.
Role 
Pay range
Assurance Advisor
$75,114 - $88,266
Head of Operations Hamilton
$132,417 - $160,472
Immigration Manager
$90,995 - $107,369
Immigration Officer
$63,278 - $75,114
Practice Lead
$101,911 - $121,196
Senior Administration Coordinator
$55,624 - $65,829
Senior Business Advisor
$101,911 - $121,196
Senior Immigration Officer
$72,869 - $83,292
Senior Resolutions Analyst
$77,359 - $96,453
Senior Support Officer
$60,727 - $70,625
Senior Technical Advisor
$90,995 - $107,369
Support Officer
$55,624 - $65,829
Technical Advisor
$77,359 - $96,453
Visa Operations Manager
$118,390 - $143,639
Table: Staff turnover rate for each role in INZ’s Hamilton branch, broken down by year.
Please note that the roles filled by a small population can display a high turnover rate due to the 
variance of annual headcount to annual exits. Additionally, there may be some variance in the roles 
held within the office year on year.
As at June 2022
Job Title

Headcount*
Exits
Turnover 
Assurance Advisor
1
0
0.0%
Compliance Officer
3
0
0.0%
Housing Team Leader
1
0
0.0%
Immigration Manager
11
0
0.0%
Immigration Officer
104
14
13.9%
Learning Facilitator
3
0
0.0%
Practice Lead
2
0
0.0%
Relationship  Manager,  Migrant  Skills 
Retention
1
0
0.0%
Resettlement Case Officer - Housing
1
0
0.0%
Senior Administration Coordinator
1
0
0.0%
Senior Compliance Officer
1
1
66.7%
Senior Immigration Officer
17
2
10.3%
Senior Investigator
1
0
0.0%
Senior Support Officer
3
0
0.0%
Senior Technical Advisor
8
0
0.0%
Support Officer
4
2
66.7%
Technical Advisor
10
0
0.0%
Verification Manager
1
0
0.0%
Verification Officer
6
0
0.0%

Visa Operations Manager
2
0
0.0%
As at June 2023
Job Title

Headcount* 
Exits 
Turnover 
Assurance Advisor
1
1
100.0%
Business Coordinator
1
0
0.0%
Compliance Manager
1
0
0.0%
Compliance Officer
2
0
0.0%
Head of Operations Hamilton
1
0
0.0%
Immigration Manager
13
1
8.3%
Immigration Officer
120
15
13.4%
Investigations Manager
1
0
0.0%
Investigator
1
0
0.0%
Learning Facilitator
1
0
0.0%
Practice Lead
2
0
0.0%
Relationship  Manager,  Migrant  Skills 
Retention
1
1
100.0%
Senior Administration Coordinator
1
0
0.0%
Senior Business Advisor
1
0
0.0%
Senior Business Advisor Operations
1
0
0.0%
Senior Compliance Officer
3
0
0.0%
Senior Immigration Officer
25
1
4.8%
Senior Support Officer
3
1
33.3%
Senior Technical Advisor
15
0
0.0%
Senior Verification Officer
4
0
0.0%
Support Officer
2
0
0.0%
Technical Advisor
5
0
0.0%
Verification Manager
2
0
0.0%
Verification Officer
6
2
33.3%
Visa Operations Manager
2
0
0.0%
As at June 2024
Job Title

Headcount* 
Exits 
Turnover 
Assurance Advisor
1
0
0.0%
Head of Operations Hamilton
1
1
100.0%
Immigration Manager
13
1
7.7%
Immigration Officer
106
13
11.5%
Learning Facilitator
1
0
0.0%
Practice Lead
2
0
0.0%
Quality Assurance Assessor
1
0
0.0%
Senior Administration Coordinator
1
0
0.0%
Senior Advisor System Action
1
0
0.0%
Senior Business Advisor
3
0
0.0%
Senior Immigration Officer
36
0
0.0%
Senior Resolutions Analyst
1
0
0.0%
Senior Support Officer
3
1
33.3%
Senior Technical Advisor
11
0
0.0%
Senior Verification Officer
5
0
0.0%
Support Officer
6
1
25.0%

Technical Advisor
10
0
0.0%
Verification Manager
2
0
0.0%
Verification Officer
6
1
16.7%
Visa Operations Manager
2
0
0.0%
As at June 2025
Job Title

Headcount* 
Exits 
Turnover 
Assurance Advisor
1
0
0.0%
Border Officer
1
0
0.0%
Head of Operations Hamilton
1
0
0.0%
Immigration Manager
11
3
25.0%
Immigration Officer
80
13
14.0%
Learning Facilitator
1
0
0.0%
Practice Lead
2
0
0.0%
Quality Assurance Assessor
1
0
0.0%
Senior Administration Coordinator
1
0
0.0%
Senior Business Advisor
4
0
0.0%
Senior Immigration Officer
40
4
10.5%
Senior Resolutions Analyst
1
0
0.0%
Senior Support Officer
7
0
0.0%
Senior Technical Advisor
11
1
9.1%
Senior Verification Officer
5
0
0.0%
Support Officer
1
0
0.0%
Technical Advisor
10
1
10.0%
Verification Manager
2
0
0.0%
Verification Officer
3
1
22.2%
Visa Operations Manager
2
0
0.0%
*The Headcount in the table is a snapshot as at June of each year. Please note the calculation below 
for the turnover rate.
The following staff changes have been included in the Exit numbers: terminated permanent staff, 
those who left due to resignation, retirement, dismissal, death or unknown reasons. The number does 
not include those who moved to other roles within INZ or wider MBIE.
Turnover Calculation: (total annual exits) / [(current year's permanent headcount + previous year's 
permanent headcount) / 2] x 100