Te Whiwhinga mahi | The opportunity

In this Staff Service Centre Manager position, you’ll enjoy unrivalled exposure to the breadth of the University’s operations and successes and a key role in setting the service direction of the Staff Service Centre based in Auckland CBD.

• You’ll lead and develop the SSC’s goals and the continual improvement of staff experiences supported by the SSC wholly or collaboratively in partnership with university service function partners.
• You’ll develop and implement the SSC’s operational plans and be responsible for aligning them with the strategic review of systems, processes, and methodologies.
• You’ll be integral to establishing a governance framework to further the SSC’s strategic and operational objectives, mapping tools, and resource planning against university cycles and stakeholder requirements.
• You will represent the centre with stakeholder management, ensuring service and functions are characterised by excellent internal customer service to all staff, including academics, researchers and professional groups.

This is a permanent full-time (37.5 hours/week) role, with a salary range of $126,900-$149,259. For more detailed information, please refer to the Position Description.

Mō tō mātou rōpū | About the team

The Organisational Performance and Improvement service division enables an increased focus on strategy and execution and service improvement. The Staff Service Centre's role is to champion a culture of service excellence, deliver exceptional end-to-end support service and drive improvements in service delivery.

He kōrero mōu | About you

You will have substantial experience in roles responsible for highly complex operations that require strong compliance regimes and a high commitment to customer service.

You will also have highly developed leadership, management and team-building skills. Relevant change management experience is essential, in addition to

You will have:

• A track record of providing leadership and management in a large, complex organisation, with demonstrated skills in change management and collaborative working
• Proven experience in leading process improvement in significant projects that deliver customer benefits
• Experience managing or supporting a high-volume multi-service desk or call centre environment
• Confidence in conceptualising, developing and reviewing policies, procedures and service agreements within large, complex organisations to drive process improvements and change
• An innovative and co-creating mindset
• A proven ability to plan and implement new projects and initiatives
• Experience in a leadership role in a tertiary environment would be a distinct advantage

Ngā āhuatanga kei a mātou | What we offer 

The University of Auckland is New Zealand’s leading university and maintains significant computational, laboratory and analytic facilities. Auckland itself is frequently rated as one of the world’s most liveable cities.  

The University is committed to providing an excellent working environment through: 

• Flexible employment practices (including working from home, flexible hours) 

• Up to 6.75% company superannuation scheme 

• A competitive salary with five weeks’ annual leave 

In addition, we also offer career development programmes, discounted car parking, a generous parental leave allowance, childcare and a number of other discounts on internal and external services.  

For more information please visit Staff Benefits. 

Waipapa Taumata Rau | The University of Auckland 

The University of Auckland is New Zealand’s leading university. We employ more than 5400 academic and professional staff to support over 41,000 students, making us one of NZ’s largest employers.   

Me pēhea te tuku tono | How to apply
Applications must be submitted online by the closing date of 20th March 2024 to be considered. Please include your cover letter and CV highlighting how you can meet the abovementioned skills and experiences.

Please reach out to Lisa Matthews via [email protected] for a confidential conversation. Please note that we are happy to answer your questions but do not accept applications by email.

Equity

The University is committed to meeting its obligations under the Treaty of Waitangi and achieving equity outcomes for staff and students in a safe, inclusive, and equitable environment.  For further information on services for Māori, Pacific, women, LGBTQIATakatāpuiMVPFAFF+, people with disabilities, parenting support, flexible work and other personal circumstances go to www.equity.auckland.ac.nz

The University is committed to providing a safe, inclusive, and equitable environment where everyone can thrive. For further information see Te Ara Tautika | the Equity Policy and visit www.equity.auckland.ac.nz