Business Support Services Manager

Business Support Services Manager

Hato Hone St John has been serving New Zealanders and working to save lives since 1885. As well as providing Ambulance Services, our programmes and team of over 11,000 staff and volunteers are helping to build strong, resilient communities across the motu; supporting everyone in Aotearoa to live healthier, happier and longer lives.

About the Role

As the Business Support Services Manager, you will lead the delivery of high-quality administrative and operational support for the Public Training and Medical Products team, ensuring a seamless experience for internal teams, learners, and customers across the motu.

Additionally, you will:

• Oversee the national admin CASE queue, ensuring timely triage, accurate resolution, and responsiveness to both standard and escalated queries.
• Collaborate with the Customer Service Centre to ensure enquiries and service requests related to the portfolio are handled efficiently and to a high standard, promoting consistency, responsiveness, and a positive customer experience across all touchpoints.
• Lead initiatives to streamline, integrate, and improve end-to-end business support and administrative processes.
• Ensure accurate and timely portfolio reporting, capturing key performance metrics, risks, and milestones to support governance, strategic oversight, and continuous improvement.
• Oversee high-quality coordination and support for leadership meetings, including agenda preparation, scheduling, clear documentation of decisions and actions, and timely follow-up.

About You

As a confident and capable leader who takes an organised, proactive approach to enabling others and ensuring things run smoothly, you'll recognise the value of strong systems, consistent processes, and collaborative relationships in supporting team success.

What you'll bring:

• Proven experience leading business support or operational service teams in a multi-site or national context.
• Strong knowledge of business process design, documentation, and continuous improvement methodologies.
• Experience working with system owners or vendors to align systems with operational needs and enhance user experience.
• Competence in managing workflows, service queues (e.g. CASE), and escalation pathways.
• Ability to manage competing priorities and drive efficiency in a high-volume, customer-focused environment.
• Proven experience partnering across multiple teams (e.g. delivery, sales, customer service) to deliver seamless internal and external support.
• Experience with business systems such as Arlo, Salesforce, Moodle, or similar training management and CRM platforms is desirable.

With our administrative team being dispersed throughout the motu, you will need to be comfortable leading, motivating, and coaching a team from a distance.

How to Apply

Click "I'm interested" before applications close at 11.59pm on Wednesday 8 October 2025. For further information please contact Gemma Bardsley on 0800 ST JOHN or gemma.bardsley@stjohn.org.nz for a confidential discussion.

At Hato Hone St John, we embrace diversity, welcoming everyone to bring their authentic selves to work. We value unique perspectives, fostering inclusivity to better serve our communities, and we're committed to creating a workplace where everyone belongs.

If you need accommodations for accessibility, please reach out to the recruiter listed for equitable participation in our recruitment process.

Research shows that women and people from under-represented groups are less likely to apply for roles when their experience doesn't match the job description perfectly. If you're excited and think you have what it takes, we want to hear from you! Even if your experience doesn't align 100%. Please apply or contact the recruitment advisor listed on the advertisement for a kōrero.