Head of Operations Christchurch 2

Role overview

This is a permanent, full-time leadership opportunity based in Ōtautahi Christchurch within Immigration New Zealand’s Visa Operations function. The role sits in a fast-moving and complex environment and is focused on leading a high-volume visa processing site, improving service delivery, and supporting a culture that puts people and customers first.

You will be part of a collaborative site leadership team and will help shape how a critical part of New Zealand’s immigration system operates. The position offers a salary band of $132,417 to $160,472.

What the role involves

As Head of Operations, you will oversee operational performance across frontline processing teams and ensure decisions are made accurately and in a timely manner. A key part of the role is building a strong, high-performing culture while continuously improving processes, balancing capacity and demand, and maintaining strong assurance standards.

You will work closely with the Operations Director and Visa Directors to support service optimisation, performance uplift, product leadership, and customer-focused improvements. The role also requires you to respond quickly to changing business needs and help build capability across the workforce so the team can meet operational, strategic, and Ministerial priorities.

Key responsibilities

• Work with the Operations Director to strengthen service delivery, raise productivity, and embed continuous improvement.
• Promote a culture across Immigration New Zealand that consistently places people and customers at the centre.
• Support Visa Directors with strategic and operational input, including performance improvement and customer-focused changes.
• Maintain effective assurance arrangements and adapt quickly to shifting business requirements.
• Build staff capability so the team can deliver against operational, strategic, and Ministerial expectations.

Skills and experience

The ideal candidate will bring substantial leadership experience from a complex operational setting, along with the confidence to lead large delivery functions or business units. You should be comfortable guiding other leaders, developing talent, handling challenging team dynamics, and encouraging innovation.

A people-first and inclusive leadership style is essential, along with the ability to see the bigger operational picture and apply strong commercial and leadership judgement. You will also need a strong track record in leading change, improving ways of working, and building effective stakeholder relationships in politically and organisationally complex environments.

Experience with quality frameworks, operational risk management, and customer service improvement is important, as is the ability to interpret legislation with confidence, ideally in an immigration-related context.

Eligibility

Applicants must be New Zealand citizens or hold a Permanent Resident Visa.

About MBIE

MBIE works to support a resilient and high-performing economy that improves living standards for all New Zealanders. Its work includes helping businesses become more productive and competitive, supporting better job opportunities, and contributing to more affordable housing.

The organisation’s values are centred on people and guide how work is done: Mahi Tahi – Better Together, Māia – Bold and brave, Pae Kahurangi – Build our Future, and Pono Me Te Tika – Own It. MBIE also recognises Te Tiriti o Waitangi and is committed to meaningful partnerships with iwi, Māori, other Māori groups and organisations, and the Crown to support economic and social development across Aotearoa New Zealand.

How to apply

To apply, you will need to submit a CV and a cover letter explaining why you are the right person for the position. Applications must be completed through the organisation’s online application process.

If you have questions, you may contact Emily Boyd at emily.boyd@mbie.govt.nz and quote reference MBIE/19713. The closing date for applications is Sunday 19 July 2026 at 11:59pm.