Regional Manager | MBIE Service Centre, Central
Wellington, NZ, 5022
Discover a career with purpose at MBIE
- A key leadership position responsible for regional operations of MBIE’s Central Service Centre, delivering services for Aotearoa and internationally.
- An exciting position in a complex environment creating a culture of consistency, quality and providing customer focused information to support MBIE’s customers.
- Porirua location - Permanent opportunity
- Salary: $132,417 - $160,472 + Kiwisaver + wellness benefits
Tēnei tūranga - About the Role:
At the Ministry of Business, Innovation & Employment, our focus is to grow Aotearoa New Zealand for all – we put people at the heart of our mahi.
We are currently seeking a highly motivated and experienced Regional Manager to lead our Central Service Centre operations. The Central Service Centre incorporates our offices in Porirua and Palmerston North. The position is based in Porirua.
As the Regional Manager Central, you will be responsible for the overall success of the central regional operations within the MBIE Service Centre.
MBIE's Service Centre handles a wide variety of transactional and operational services to deliver end to end customer service. There is a broad spectrum of areas we provide high- quality front line service to including but not limited to; Bonds and Tenancy, Companies, Consumer and Commerce, Employment Services, EWRB and Immigration NZ lines.
You will work closely with the Head of Service Centre to influence and contribute to the improvement of the Service Centre's operating model, strategy, and business plan. This will ensure:
• The consistent delivery of high-quality information and support to customers
• Adherence to operational policies and procedures
• Monitoring KPIs, and meeting SLAs.
By leveraging your proven Service Centre experience, you will make a significant contribution to the overall success of the regional operations by:
• Implementing a consistent approach to providing inbound and outbound advice and information,
• Adhering to the Service Centre Operating Model and best practice approaches.
• Fostering a culture of continuous improvement by coaching, mentoring, and developing your regional leadership team,
• Incorporating tikanga Māori practices into daily operations
• Leading and delivering best practice by implementing initiatives to optimise processes and drive performance within the Central sites.
If this sounds like you, then this is your next exciting opportunity! MBIE supports a range of flexible working arrangements. Talk to us about what might work for both you and us.
Ngā pukenga me ngā wheako e hiahiatia ana -
Responsibilities include:
• Lead and manage the regional operations of the Central Service Centre to ensure consistent high-quality service delivery.
• Implement and monitor performance against KPIs and SLAs, identifying and resolving any service level drops.
• Lead with intent to ensure the service centre remains future-focused, adaptable to emerging technologies such as AI and automation, and is overall aligned with MBIE’s strategic direction.
• Foster a culture of continuous improvement, incorporating tikanga Māori practices into daily operations.
• Coach, mentor, and develop team leaders to make sound decisions and maintain service excellence.
• Actively contribute to the improvement of the Service Centre's operating model, strategy, and business plan.
• Oversee the successful embedding of new business partners and work streams within the Service Centre.
Skills and Experience Required
• Proven Service centre experience at a senior level
• Demonstrates strategic insight and decision making by aligning regional service delivery with organisational goals, anticipating future needs, and identifying opportunities to improve customer outcomes
• Experience in developing and implementing quality processes and strategies designed to improve productivity and delivery of excellent customer service.
• Leading and monitoring successful service delivery within a Service Centre environment.
• Demonstrated ability to lead, coach, mentor and motivate others develop effective teams and achieve results.
• In depth experience of Service Centre best practices and operational management approaches.
• Proven ability to develop trust, credibility and strong relationships at all levels of the organisation, and with stakeholders, managers and staff.
• A relevant tertiary qualification or equivalent relevant experience in a customer-facing service centre role.
• Experience in a medium-sized Service Centre with complex and diverse lines would be advantageous.
• Must have the legal right to live and work in New Zealand.
Ētahi kōrero mō MBIE - About MBIE:
MBIE's goal is to create a resilient and high-performing economy that delivers real and ongoing quality of life for all New Zealanders.
We do this by working with others to create an environment that supports businesses to be more productive and internationally competitive, enables all New Zealanders to participate in the economy through improved job opportunities and by working to ensure quality housing is more affordable.
People are at the heart of our mahi, our way of working is guided by our values which shape our behaviours.
- Mahi Tahi – Better Together
- Māia – Bold and brave
- Pae Kahurangi – Build our Future
- Pono Me Te Tika – Own It
Our aspirations are echoed in our Māori identity – Hīkina Whakatutuki – which broadly means ‘lifting to make successful'.
MBIE recognises the partnership founded under Te Tiriti o Waitangi between Māori and the Crown and is committed to giving effect to Te Tiriti o Waitangi. We will do this through enduring, meaningful and effective partnerships with iwi, Māori, other Māori groups/organisations and the Crown, as this is critical to enable economic and social development, both for Māori and for wider Aotearoa New Zealand. We are committed to continuing to partner with iwi in order to find new sustainable solutions to address long standing systemic and cross-cutting issues facing Māori and wider Aotearoa New Zealand and we are also committed to identifying opportunities for iwi to lead and creating an enabling environment for iwi to leverage these opportunities.
E mōhio ana a Hīkina Whakatutuki i puea ake te kōtuinga I waenganui i a ngāi Māori me te Karauna i Te Tiriti o Waitangi, ā, kei te whai ia ki te whakaū ake i Te Tiriti o Waitangi. Mā te whai kiko o ngā kōtuinga ahungaroa o ngāi wi, o ngāi Māori, me ētahi atu rōpū Māori ki te Karauna, katutuki tēnei. He āhuatanga nui tēnei e āhei ai ngā mahi whanaketanga ā-ohanga, ā-pāpori hoki ki a ngāi Māori me Aotearoa whānui. E whai tonu ana mātou ki te kōtui atu ki ngā iwi mō te rapu huarahi hou ki te whakaara i ngā kaupapakua roa nei e tāmi ana i a ngāi Māori me Aotearoa whānui, ā, e whai ana hoki ki te tautohu i ngā āheinga kōkiritanga mā ngā iwi, me te tautoko i ngā iwi kia whai mana ake ai ēnei āheinga.
Me pēhea te tono - How to Apply:
Click here to view a position description.
When you are ready to apply please submit via our online process your CV and cover letter telling us why you're the perfect fit for this role.
All applications must be submitted via our online process. We can't wait to hear from you!
Email Fati Tagata at fati.tagata@mbie.govt.nz quoting ref MBIE/18464 if you have any further questions.
Applications close on Wednesday 22 October 2025.