JOB DESCRIPTION

Manager Performance & Delivery

ROLE TITLE Manager Performance & Delivery

SECTION/DIVISION: Shared Services Division, Performance & Delivery

REPORTS TO: Director Shared Services

DIRECT REPORTS (FTE): 2

INDIRECT REPORTS Nil

(FTE):

PRIMARY PURPOSE OF Manages the Performance & Delivery Unit activity. Drives the creation,
THE ROLE: implementation, communication and monitoring of Shared Services service
metrics, performance, delivery standards and Service Partnership Agreements.
Creates performance and client experience measures and feedback channels.
Ensures Shared Services staff training and performance improvement initiatives
are created and monitored to develop staff capabilities in-line with business
needs.

The role leads the high performance and coordination of these activities across
all Shared Services work areas with a strategic client focused, service excellence
delivery orientation.

ACCOUNTABILITIES: Contributes to the Shared Services strategy formation by providing in-depth

analysis of the service performance delivery and client experience. Provides
advice, expertise, insights, recommendations and commentary on key findings.
Provides an overarching view of business units’ service performance and the
Division’s service delivery.

Informs and influences the Division’s management in relation to client's services

experience. Ensures that issues are known and continuous improvement of
services and delivery can be actioned. Strives to promote optimum service
levels and client usability.

Plays an active role in improving communications between Shared Services and

its clients and stakeholders. Is responsible for ensuring clients' and stakeholders'
"voice" is heard in respect of services and performance.

Maintains the Division’s service catalogue of activities and ensures accurately

reflects services as they evolve.

Responsible for the control, update and distribution of agreed and new Service
Partnership Agreements. Works collaboratively with the Division’s managers to
develop meaningful performance standards and metrics. Ensures Service
Partnership Agreements are complete and up-to-date and that service delivery
is monitored against agreed standards.

Manages, develops and oversees the gathering and dissemination of

performance and delivery data, dashboards and reporting, for informing
performance and improvements planning. Collaborates with the Division’s
management to establish channels and methods for collecting data and
feedback from clients and stakeholders.

1
 Shares information with the Division’s management team and University
stakeholders to inform issue management and continuous services
improvements. Identifies service gaps in respect of client experience, timeliness
and quality and recommends cross work unit improvements.

Undertakes planned and "mystery shopper" services delivery reviews to ensure

conformance to standards.

Implements and deploys contemporary analytical tools, methodologies, and

technology for data gathering, processing and reporting purposes. Actively
seeks and reports on new methods and trends relating to service activities.

Develops and implements the staff training and performance improvement

strategy for the Division, ensuring consultation with business unit managers and
analysis of staff and services performance data.

Works closely with HR Training & Development to ensure Shared Services

learning and development plan, programme of activity and delivery mechanisms
are aligned; and delivery requirements are incorporated in HR training and
development activity.

Supervises and manages a team to achieve operational outcomes. Manages the

day-to-day work activities of the team.

Implement business continuity and other emergency and recovery plans,

ensuring such plans are tested regularly in accordance with relevant University
frameworks.

KEY RELATIONSHIPS: Internal

Shared Services Division
Chief Operating Officer and University leaders
Support Service Divisions
Strategy, Analytics & Reporting Unit
University staff and stakeholders
University governance groups and committees

External
Tertiary institutions
Benchmarking agencies and industry peers

QUALIFICATIONS & Essential

EXPERIENCE: Tertiary level qualification or recognised qualification(s) appropriate to the role.
5+ years’ experience of managing and providing performance and delivery, or
continuous improvement or quality assurance services in a medium size or
complex organisation.
Proven experience in the creation and monitoring of business KPIs, performance
metrics, service standards and agreements.
Proven experience in creating frameworks and mechanisms for gathering
feedback from multiple stakeholder channels.
Experience in designing and overseeing performance improvement initiatives.

Preferred
Postgraduate qualification or a recognised professional credential relevant to the
role.

2
 Experience in driving service delivery and performance improvement initiatives
across a range of business service activities.
Experience in designing and overseeing staff and process performance
improvement initiatives.

TECHNICAL SKILLS AND Essential

KNOWLEDGE: Proficiency in the Microsoft suite of programmes. High degree of computer
literacy and numerical data analysis skills - Advanced Excel

SPECIAL None specified.

REQUIREMENTS:

DIRECT BUDGET Operating budget of circa $500,000 per annum

ACCOUNTABILITY:

HEALTH AND SAFETY: Act and work in a manner compliant with current health and safety at work
legislation and University procedures, frameworks and guidelines. Role model
safe behaviour and practices, share the responsibility to prevent harm and
contribute to a safe campus and work environment, including raising workplace
health and safety concerns for self, students, visitors and other staff.

SUSTAINABILITY: Act in a manner consistent with the University’s sustainability commitments; role-
modelling sustainable practices, with a particular emphasis on minimising the
environmental impact of day-to-day activities.

CAPABILITY
Capability Name Level
FRAMEWORK:ILITY
Capability Group Capability Name Level
Communicate Effectively Advanced
Commit to Customer Service Advanced
ENGAGE
Work Collaboratively Adept
Influence and Negotiate Adept
Deliver Results Adept
Plan and Prioritise Adept
ENABLE
Think and Solve Problems Advanced
Demonstrate Accountability Adept
Display Resilience and Courage Adept
Act with Integrity Adept
PERSONAL ATTRIBUTES
Manage Self Adept
Value Diversity Adept
Manage and Develop Capability Adept
Inspire Direction and Purpose Adept
PEOPLE MANAGEMENT
Optimise Work Outcomes Adept
Change and Innovation Adept
Te Reo Intermediate
LANGUAGE AND CULTURE
Tikanga Māori Intermediate