Head of Operations
PUBLICAFFAIRS.WORK
Auckland, Auckland CBD, Blenheim, Central Wellington, Hamilton, New Zealand, Botany, Christchurch, Kapiti, Lower Hutt, North Island - Other, Dunedin, Greenlane, Masterton, Porirua, Wellington, Greymouth, Henderson, Napier - Hastings, South Island, Upper Hutt, Highbrook, Invercargill, New Plymouth, Nelson, Orewa, Palmerston North, Rotorua, Takapuna, Timaru, Tauranga, Wanganui, Whangarei, New Zealand
5d ago

Head of Operations

Te Tari Tiaki Iwi The organisation that takes care of people

At Public Trust, we take pride in our purpose of empowering all New Zealanders to build and protect their legacies. How have we done that for nearly 150 years?

It's simple : our people.

In order to deliver on this purpose and provide the best for our people and customers, we are changing the way we do business with each other and our communities.

We are seeking a Head of Operations to join our Retail leadership team, who will be responsible for the implementation of strategic improvements and the development of a continuous improvement culture.

About the role :

Public Trust's retail business comprises 23 customer centres around the country as well as several teams dedicated to a specific Public Trust product or service.

The Head of Retail Operations will be focused on identifying and implementing strategic improvements in line with our Retail business objectives.

You will work with the wider Retail leadership team, Executive team and the Enterprise Change team to implement a continuous improvement culture, systems, tools and related programmes.

This role has oversight of the :

  • Retail Revenue Lifecycle and workflow management
  • Operational issues impacting on Customer Centre efficiency,
  • Operational risks within the Retail business and how they may be remedied
  • Identification and realisation of improvement opportunities for the Retail business
  • Development and operationalisation of policies, procedures and processes that meet operational and regulatory requirements that lead to great customer outcomes
  • Working with the Enterprise Change team to create business cases for larger system or process fixes that require a project approach.
  • You will be accountable for delivering to an agreed business plan and aligning to strategic priorities.

    Who we're looking for

    The ideal candidate will have substantial leadership experience within the trustee, professional or financial services or banking industries.

    A proven track record in transforming teams, executing business strategy and coaching leaders to maximise performance is key.

    You will be able to see where improvements are needed and be able to work with people in order to achieve this in a timely manner. In addition :

  • A strong technical aptitude and attention to detail will be important in picking up and managing the legal and technical elements of this role
  • Life skills to enable you to be relatable to our people during BAU or in emotionally challenging situations (often our customers are going through one of the toughest times of their lives)
  • Able to influence through candid conversations with a range of stakeholders, both in person and in writing
  • Experience leading and managing daily operations to achieve business goals and maximise profitability
  • Experience coaching a leadership team, setting performance objectives, evaluating and optimising operation performance
  • Experience managing in a highly compliance driven environment, ensuring regulatory and company standards are upheld.
  • About Public Trust

    Public Trust is New Zealand's largest trustee services organisation. As an Autonomous Crown Entity, Public Trust was established in 1873 to provide all New Zealanders with independent and reliable trustee services.

    We have over 400 employees operating from 23 customer centres and a number of part time and appointment only sites across New Zealand.

    Our values are : People are at the heart of everything we do We make the tricky seem simple We are better when we work together We have the courage to make a difference.

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