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National Manager Training and Quality

Ministry of Social Development
Job Category:
Wellington - Wellington
Wellington - Wairarapa
Job Type:
Ongoing - Full Time
Posted Date:
Closing Date:
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Job Description

  • Fantastic new opportunity for an experienced leader in the development and design of training delivery
  • Develop and implement training strategies and frameworks
  • Permanent role, Wellington based


We are looking for an experienced Training and Quality Manager to design our national training strategy within the Client Service Support business unit, oversee its implementation and assess its outcomes.


About our Team
We work together to make a difference for New Zealanders. Client Service Support provides a range of support services to Service delivery front line staff and clients.  As the ‘owners' of the end-to-end processes that support MSD's client experience we are always looking for a smarter way; this includes a robust ‘learning loop system' which uses the voice of the client to support staff in improving client service.  


About the Role
The role of National Manager Training and Quality is responsible for leading a centre of excellence for training and quality across Service Delivery. Your team will enable insights to be drawn from across all service channels identifying underlying opportunities for improvement and enhancing service performance and effectiveness by applying relevant training methodology.   You will:

  • Ensure client and stakeholder service experience feedback is monitored, measured and evaluated on the quality of services provided and experienced by clients and stakeholders
  • Evaluate, analyse and monitor feedback from across Service Delivery to identify key themes and service quality problem areas 
  • Identify areas of improvement and work with other teams as needed to develop solutions which improve the service experience including training where appropriate
  • Develop and manage (in conjunction with HR functions and managers) the process of inducting people into client facing channels, in order to optimise performance rapidly as well as ensure quality and engagement of personnel through this critical period of their journey within MSD
  • Develop and manage the training and quality frameworks for performance across Service Delivery, to enhance employee skills, performance, productivity and quality of work and client interactions


About You - Skills and Experience
To be successful in this role you will need:

  • A background in training and development in an adult education environment
  • Demonstrated knowledge and experience analysing, developing and implementing training programmes preferably aimed at service delivery staff
  • Experience in developing and continuous improvement of quality systems in complex client facing organisations
  • Experience in the management and leadership of a high performing team, particularly one that supports a distributed workforce
  • Ability to monitor and evaluate training programmes effectiveness, success and set up the required frameworks moving forward 
  • Maintain a keen understanding of training trends, best practices and market developments


How to Apply
To apply, click the 'Apply Now' button, complete the online application form and submit your CV and Cover Letter outlining your suitability for this role.
All applications must be made online. If this is not possible or if you have any queries, please contact us at 


Applications close Monday 25th September 2017

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