Waka Kotahi NZ Transport Agency
Head of Customer Operational Delivery
Waka Kotahi NZ Transport Agency, Wellington, Florida, United States
Make a real impact on the experience of people interacting with New Zealand’s transport system. **Location:** Wellington, Auckland or Hamilton As Head of Customer Operational Delivery, you’ll provide strategic leadership for NZTA’s customer transactional and support services, ensuring consistent, efficient, and high-quality delivery. You’ll drive integration and optimisation of systems and processes, foster a culture of continuous improvement, and align operational activities with NZTA’s customer strategy. Working closely with key partners and teams, you’ll identify opportunities for automation, streamline operations, and enhance service delivery. You’ll oversee performance reporting, compliance, and risk management, while leading the integration of new functions and supporting major projects like the Safety Camera System and Low Emission Vehicles scheme.
This senior role offers the chance to shape service excellence and make a meaningful impact for customers and communities across New Zealand. **Key responsibilities:** Manage operational service delivery risk, business readiness, and benefits realisation. Find out more about the role in the .**To be successful in this role, you will bring** Significant experience in high-volume transactional customer service operations leadership, ideally in government, infrastructure, or regulated sectors. Experience embedding assurance practices and managing high-performing teams. Proven stakeholder relationship management and communication skills. Experience leading change management and continuous improvement initiatives. 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 service.Our group delivers great transactional products and services through operational excellence and a customer focus. We support the effective operation of the land transport system by making transactional and backend services simple, easy to use, and effective for the user. We are committed to improving the experience of people who interact with NZTA and our services and products, driving efforts to assess and elevate areas where the customer experience can be optimised. At NZTA you’ll join a team committed to modernisation and service excellence. We offer: A competitive salary and benefits package.Flexible working arrangements, including remote/hybrid options (role dependent). Please click apply to upload your CV and cover letter detailing your suitability for the role. #J-18808-Ljbffr
This senior role offers the chance to shape service excellence and make a meaningful impact for customers and communities across New Zealand. **Key responsibilities:** Manage operational service delivery risk, business readiness, and benefits realisation. Find out more about the role in the .**To be successful in this role, you will bring** Significant experience in high-volume transactional customer service operations leadership, ideally in government, infrastructure, or regulated sectors. Experience embedding assurance practices and managing high-performing teams. Proven stakeholder relationship management and communication skills. Experience leading change management and continuous improvement initiatives. 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 service.Our group delivers great transactional products and services through operational excellence and a customer focus. We support the effective operation of the land transport system by making transactional and backend services simple, easy to use, and effective for the user. We are committed to improving the experience of people who interact with NZTA and our services and products, driving efforts to assess and elevate areas where the customer experience can be optimised. At NZTA you’ll join a team committed to modernisation and service excellence. We offer: A competitive salary and benefits package.Flexible working arrangements, including remote/hybrid options (role dependent). Please click apply to upload your CV and cover letter detailing your suitability for the role. #J-18808-Ljbffr