Team Leader, Forecasting and Planning Customer Services, Service Delivery and Operations As part of the Operations Performance and Support management team, the Team Leader Forecasting and Planning leads a team providing demand forecasting and strategic/tactical workforce planning across Customer Services, ensuring there is sufficient capacity and capability (systems, process, people) to meet our customer demand and service level agreements. Reporting to: Manager Operations Performance and Support Location: Wellington Salary range: Delivery Band H What we do matters – our purpose Our purpose is to serve and connect people, communities and government to build a safe, prosperous and respected nation. In other words, it’s all about helping to make New Zealand better for New Zealanders. How we do things around here – our principles We make it easy, we make it work Customer centred Make things even better We’re stronger together Work as a team Value each other We take pride in what we do Make a positive difference Strive for excellence Working effectively with Māori Te Aka Taiwhenua – our Māori Strategic Framework – enables us to work effectively with Māori. We accept our privileged role and responsibility of holding and protecting the Treaty of Waitangi / Te Tiriti o Waitangi. The Department of Internal Affairs Te Tari Taiwhenua Core Accountabilities What you will do to contribute As a result we will see People Leadership Behaviour as a people leader is in Lead, develop and maintain a high-performing team line with the Department’s that supports the Department to achieve its service Capability Framework delivery outcomes, by interpreting, communicating and promoting Customer Services’, the Branch’s The team is consistently meeting and the Department’s strategic direction within the performance measures and team service level agreements Positive feedback from team Lead and co-ordinate the day to day activities of our members people to support the delivery of services to customers Positive feedback from managers in Customer Services and across Lead and co-ordinate the implementation and maintenance of effective business processes and the organisation on delivery of practices with an operational focus service Our talent is identified, Recruit, induct and retain a highly effective, diverse team of delivery focussed professionals to provide developed and retained within high quality services the Department High performing and high Support positive employee relations by fostering a culture based on mutual respect, collaboration and potential people are recruited, team work and maintain high levels of employee developed, supported and retained engagement through effective communication and development of individual team members Customer Services has a diverse workforce Set clear expectations, monitor team performance and provide constructive feedback and coaching to The performance and support high performance development of team members is appropriately planned and Ensure poor performance is actively managed in accordance with the Department’s best practice managed in accordance with the processes Department’s processes All people in the team are able to Identify and assess areas for personal and professional development and develop, implement articulate a line of sight from and manage performance and development plans their work area to Customer to enhance performance Services’, the Branch’s and the Department’s strategic work to Develop and maintain the team’s work plan, the bigger picture ensuring that the resources and capability required to undertake work are in place Page 2 of 6 The Department of Internal Affairs Te Tari Taiwhenua What you will do to contribute As a result we will see Business Planning and Work Programme Management Business planning and budgeting Contribute to the development of Customer occurs within agreed timeframes, Services and Operations Performance and Support and with appropriate liaison with strategic objectives, priorities and business plans, the Management Accountant ensuring these are in alignment with Service Delivery and Operations’ and Internal Affairs’ Operations Performance and strategic priorities and objectives Support deliverables are aligned with the Branch strategy and Work with the Manager Operations Performance reflected in work programmes and Support to define and articulate immediate and medium term deliverables for the team which are Operations Performance and aligned with Customer Services strategic objectives Support delivers on its work programme Develop and maintain the team’s work plan, ensuring that the resources and capability required to undertake work are in place Forecasting and planning management Fit for purpose tools are in place Develop and maintain a forecasting and modelling capability and appropriate forecasting, planning and Workforce needs are forecast scheduling tools with a high degree of accuracy Workforce utilisation rates Provide forecasting and modelling of future workforce needs progressively increase Recruitment and deployment of Provide for the analysis and design of optimal shift patterns and rostering to match demand and Customer Services’ staff is ensure efficient utilisation of people strongly aligned to demand Planning informs cross-group Oversee the deployment of people across Customer Services training and development schedules Oversee the provision of information to support planning of cohort-based recruitment and training Page 3 of 6 The Department of Internal Affairs Te Tari Taiwhenua What you will do to contribute As a result we will see Relationship Management and Communication Open communication with all Build and maintain effective working relationships internal and external with managers and staff across the Branch and stakeholders wider Internal Affairs to ensure a collaborative and integrated approach All advice, information and support provided to stakeholders Develop and maintain effective influencing meet legislative requirements relationships with a broad range of stakeholders and statutory obligations across public and private sectors Sound skills and judgement Facilitate information and knowledge sharing demonstrated in building and between the team and other Operations maintaining relationships and Performance and Support teams, Customer handling difficult issues. Services, Service Delivery and Operations, and Internal Affairs Manage communications and the flow of information to and from the team so that individual team members are kept informed of and are aligned to Unit, Group, Branch and Departmental initiatives, objectives and priorities. Culture Active fostering and role Contribute to and foster the development of a modelling of these attributes and culture of innovation, excellence, collaboration and behaviours in others through trust within the Branch coaching, and provision and Actively demonstrate and apply the principles of Te receipt of constructive feedback. Aka Taiwhenua (Internal Affairs’ Māori Strategy) in leading the team and its work. All requirements of Internal Health and Safety (for self and team) Affairs’ Health and Safety policy and procedures are met. Take responsibility for keeping self and team free from harm Ensure staff are informed of Health and Safety requirements in the workplace and are equipped to carry out their work safely Page 4 of 6 The Department of Internal Affairs Te Tari Taiwhenua Who you will work with to get the job done Advise with Collaborate Influence Inform Manage/lead to Deliver Operations Performance and Support staff Customer Services managers and Team Leaders Operations Performance and Support Unit Internal Service Delivery and Operations managers, Team Leaders and staff Internal Affairs Corporate units Transforming System of Service Delivery (TSSD) Other Public Sector agencies, Private Sector organisations and International stakeholders External Customer Services key stakeholders Your delegations as a people leader Direct Reports Six (6) Human Resource Delegations F (staff management, no budget) Financial Delegations None Security Level Confidential Your success profile for this role What you will bring specifically At Internal Affairs, we have a Capability Experience: Framework to help guide our people towards Experience in the management and the behaviours and skills needed to be leadership of a high performing team successful. The core success profile for this role towards the successful achievement of is People Leader. outcomes Experience leading in a technical and We want both our Managers and Team Leaders systems-driven environment to: Experience leading a team with a workforce act as motivating and resilient leaders of management focus high performing people and teams who Education: deliver results for a better New Zealand Relevant tertiary qualification or equivalent lead success and achievement through Page 5 of 6 The Department of Internal Affairs Te Tari Taiwhenua Your success profile for this role What you will bring specifically others experience is required demonstrate leadership at all levels for all A recognised project management initiatives and organisational development qualification is desirable activities of Internal Affairs, Service Delivery Knowledge: and Operations and Customer Services. Knowledge of and experience working with actively shape and build our culture and public sector requirements, processes, role-model Internal Affairs’ principles and codes