Principal Advisor Workflow & Operations, Sector Digital Channels, Data & Digital - #310734

Join Health New Zealand - Te Whatu Ora at a key time of change where you will meaningfully contribute to our kaupapa of creating a more equitable, accessible, cohesive and people-centred health system. This is mahi that will improve the health and wellbeing of everyone in Aotearoa, and we've got an opportunity for you to be part of it.

Te whiwhinga mahi | The Opportunity

Our Sector Digital Channels team are working to expand and improve the digital health landscape in Aotearoa. We are the digital transformation partners enabling modern technology solutions that improve the people and whānau experience through equitable access to varying models of care.

We are the change agent for national programmes and work with our customers and partners to enable equitable access through both digital self-service and assisted channels and to reduce pressure on the workforce through automation and integration.  We are product focused and leverage modern platforms, technologies and ways of working to deliver quality, sustainable and cost-effective products and services.

We take pride in leading change that will provide equitable digital solutions for the health of Aotearoa.

Mōu | About you

As our Principal Advisor Workflow & Operations, you will work closely with the Manager of Digital Assisted Channels within our amazing Data & Digital Design and Channels team.

In this role, you will champion digital assisted channels, integrating them seamlessly into Health New Zealand - Te Whatu Ora's tech world, making sure they're user-friendly, easily accessible, and bring great value.

You will be our go-to person, utilising your expertise in workflow management and operations to take the lead in the development and delivery of key programmes of work These initiatives will not only boost efficiency but also enhance the experience for our customers and our team.

Ngā pūkenga me ngā wheako | Skills and experience

• Previous experience working strategically and applying critical thinking, as well as sound judgement, in the development of options and provision of advice.
• Substantial prior experience in a relevant Principal Advisor position reviewing complex reporting and applying critical thinking to provide salient messages in audience targeted reporting and communications. 
• Experience and knowledge of Workforce Management (WFM) methodologies, systems & technologies.
• Significant experience performing statistical, data analysis and analytical problem solving in an omnichannel environment.
• Experience with omnichannel customer engagement / contact centre software, systems, and processes, ideally Genesys and NICE.
• A working understanding of CRM systems; experience using and contributing to Salesforce is highly desirable.
• Familiarity with reporting and monitoring tools e.g., Datadog.
• Familiarity with PaaS platforms, in particular AWS, Azure and MuleSoft.
• Demonstrated intuition and the ability to balance good process with the need to make clear decisions in demanding situations such as. priority service outages.   
• Demonstrated ability to work under tight timeframes and manage competing priorities while remaining resilient under pressure. 
• Experience working in the health sector or other Government agency preferred. 

Ka kawea e koe | You will bring:

• A commitment to being a good Te Tiriti partner in all your actions. This includes an understanding of the significance of and obligations under Te Tiriti o Waitangi, and the ability to apply Te Tiriti principles in a meaningful way in this role.
• Competency with te ao Māori, tikanga, and te reo Māori or a commitment to starting your journey and taking ownership of your learning and growth.

Ko te mahi e tika ana mō te ao hurihuri nei | Work that suits today's ever-changing world

Health New Zealand - Te Whatu Ora supports flexible and hybrid working for our kaimahi. In roles that don't require an in-person element, we encourage you to ‘work from where you are.' We want our national teams to be made up of diverse people from across the motu, just like our health system.

Tō mātou whakahaere ki te tika, te rerekētanga, me te whai wāhi mai | Our commitment to equity, diversity and inclusion

Our name, Te Whatu Ora, means ‘the weaving of wellness'. Whatu is the combining together of people, resources, organisations, thoughts and actions for the betterment and wellbeing of all. Whatu is also a direct reference to the pupil of the eye, and the vision required of the new entity and system.

At Health New Zealand - Te Whatu Ora we acknowledge and respect our people's diversity and spiritual needs, ensuring a safe workplace that is a whānau orientated and supportive environment. We are working towards a system that better meets the complex demands of a growing population, addresses the persistent inequalities experienced by Māori and ensures greater access, experience and outcomes for those traditionally not well served by the system - Māori, Pacific and Disabled People.

Tō tūranga i roto i Te Whatu Ora | Your place in Te Whatu Ora

When you join us, you become part of transforming the health system. This is a once in a life-time change, that will touch the lives of everyone in Aotearoa, and future generations. We want to see the real you in your application and welcome the real you on board if you come and work with us. Skills are gained across many areas of our life, not just in formal employment. If you can demonstrate the skills listed in the ad, but the experience was gained through whānau life, community or mahi aroha (volunteering) we encourage you to apply and share your story with us in your cover letter.

We particularly welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities.

Me pēhea te tuku tono | How to apply

To view the position description and/or apply for the role (by submitting your cover letter and CV), please click "APPLY NOW."  For tracking and reporting purposes, all applications must be submitted through our online career portal. If you have any questions about the role, please feel free to contact Bella at [email protected]