Manager Assurance and Compliance

Manager Assurance and Compliance – Job 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. You will act as a key enabler of assurance and compliance practices, ensuring that services and information provided make it easy for New Zealanders to comply with land transport regulations and legislation. You will lead Quality Assurance specialists and evolve how NZTA assesses the quality of its 8.8 million customer interactions each year.

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.
• Harness performance data, customer insights, and compliance trends to inform assurance strategies and support evidence‑based decision‑making.
• Oversee development and delivery of monitoring tools (e.g., call quality assessments, compliance audits).
• Collaborate with cross‑functional teams 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 – Qualifications and Experience

About Us – Te Mahau – Customer and Services

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

Please click apply to upload your CV and cover letter detailing your suitability for the role.

Applications Close

18 November 2025

Equal Opportunity

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.

Legal and Contact Information

To be considered for this position you must have a legal right to live and work in New Zealand.

For further information, email :

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