Registry and Service Manager (5998946)

Career Opportunities: Registry and Service Manager (5998946) Requisition ID 5998946 -Posted 09/07/2026 - Auckland - Permanent FT Te Tari Pūreke – Firearms Safety Authority is New Zealand’s Firearms Regulator. Our Vision is to ensure the possession and use of firearms in Aotearoa is the safest in the world. To achieve this, Te Tari Pūreke delivers four core functions: effectively implementing the firearms licensing systems; managing the Firearms Registry; educating people to enable compliance with their legislative responsibilities; and promoting the safe possession and lawful use of firearms. We are committed to fostering a culture of safe and responsible firearms use, gun ownership and awareness by working collaboratively with the firearms community, our stakeholders, and fellow agencies. About the role The Registry & Services Manager provides operational leadership across the Firearms Registry, National Support Team (NST), and Permits teams, ensuring the delivery of high-quality, customer-focused regulatory services. The role leads teams operating across multiple locations, including Auckland, Wellington and Kāpiti, and therefore the successful candidate may be based in either Auckland or Wellington. This position has primary accountability for the effective delivery of high-volume, customer-facing regulatory services, with a strong focus on the Firearms Registry. The role is responsible for ensuring service excellence, data integrity, operational performance, and regulatory compliance while driving a culture of continuous improvement and innovation. Reporting to the Director, Service Delivery, the Registry & Services Manager will play a critical role in leading and embedding change initiatives, supporting the implementation of new systems, products and processes, and ensuring operational teams remain engaged, resilient and focused on delivering exceptional outcomes during periods of change. The successful candidate will be a proven senior people leader with experience managing large-scale service delivery, contact centre, regulatory, or operational support environments. They will have demonstrated success leading geographically dispersed teams, maintaining high service standards in fast-paced environments, and working collaboratively with internal and external stakeholders to shape and deliver strategic work programmes. You will bring strong operational leadership, excellent stakeholder management skills, and a passion for developing people and improving services. You will be committed to achieving effective regulatory outcomes while fostering a culture that values accountability, continuous improvement, innovation, and customer service excellence. Lead the Registry and Services, including NST and Permits teams, ensuring effective delivery of high-volume services and robust, risk-based decision-making Drive delivery against performance targets, quality standards and regulatory requirements Lead and embed operational and service improvements, supporting ongoing change initiatives Build capability, accountability and performance across teams Maintain effective working relationships across Te Tari Pūreke and wider Police Skills and Experience Proven experience leading in a service centre or high-volume operational environment Demonstrated ability to lead through change and deliver operational improvements Strong understanding of, or ability to quickly develop knowledge of, the Firearms Registry and regulatory environment Experience managing risk and quality in a regulatory or operational setting Track record of delivering to performance expectations Strong people leadership and communication skills Required Qualifications Relevant tertiary, or equivalent experience in a call centre/service centre environment At least 5 – 10 years leading and managing complex operational environments At least 3 years’ experience in changing or evolving specialist services in regulatory field as a change leader We are looking for skills, knowledge, and experience relevant to the role, and place high importance on your state of mind, the alignment of your values with ours, your ability to contribute to and build high performing teams, and the way that you lead yourself or others. This role is Leading Leaders level. You can refer to Indicators for Success for further information on the requirements. #J-18808-Ljbffr