Manager Assurance and Compliance

Overview

As Manager Assurance and Compliance, you will lead assurance and compliance initiatives that enhance customer experience and operational service delivery across NZTA’s customer‑assisted channels and operations.

Lead assurance and compliance strategies that uplift customer experience and operational service delivery, champion a culture of quality ownership and regulatory awareness across customer‑facing teams, and embed robust assurance processes in service design.

Location(s)

Wellington / Palmerston North / Hamilton

Key Responsibilities

• Provide strategic support and advice on assurance and compliance best practice.
• Establish and embed an assurance and compliance function within Te Mahau Customer and Services.
• Lead the design and implementation of integrated assurance and compliance frameworks, including annual audit and assurance plans.
• Ensure regulatory compliance through improved channels and robust processes for audit and compliance investigation.
• Embed customer‑centric quality standards aligned with public service expectations, regulatory obligations, and organisational values.
• Use performance data, customer insights, and compliance trends to inform assurance strategies and support evidence‑based decision‑making.
• Oversee development and delivery of monitoring tools such as call quality assessments and compliance audits.
• Collaborate cross‑functionally to embed assurance and compliance practices into service design and workforce development.
• Lead reporting on assurance outcomes, compliance status, and service risks, providing actionable insights to senior leaders.
• Support business readiness and risk mitigation by identifying emerging compliance issues and leading remediation planning.
• Champion a culture of quality ownership and regulatory awareness through coaching, training, and development initiatives.

About You

About NZTA

The Customer and Services group delivers great transactional products and services through operational excellence and a customer focus. The Assurance and Compliance Team supports the business by driving and upholding robust assurance and compliance processes, practices, and frameworks—ensuring timely, consistent, and trusted interactions that build satisfaction, loyalty, and quality experiences for our customers.

Benefits

How to Apply

Apply today by clicking the apply button and uploading your CV and cover letter that detail your suitability for the role.

Application deadline : 18 November 2025.

To be considered you must have a legal right to live and work in New Zealand. Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.

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