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Regional Manager | MBIE Customer Service Centre, Central

Ministry of Business, Innovation and EmploymentWellington, Wellington, New Zealand

1 day ago

Job description

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.

Porirua location - Permanent opportunity.

Salary : $132,417 - $160,472 + Kiwisaver + wellness benefits.

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.

Responsibilities

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.

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.

How to Apply

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.

Email Fati Tagataat quoting ref MBIE / 18464 if you have any further questions.

Applications close on Wednesday 22 October 2025.

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Centre Manager • Wellington, Wellington, New Zealand