Tumuaki Tikanga Mahi | Practice and Quality Lead

Band: 4A

Contract Type: Permanent, Full Time

Salary Range: $117,092-$137,755

Location: Pōneke Wellington or Tāmaki Makaurau Auckland based

• System leadership role with organisation-wide influence

• High-trust, high-accountability position

• Te Tiriti-based organisation and national human rights institution

Kōrero mō te tūranga | About the role

This is a specialist system leadership role, not a service delivery or people management position.

We are seeking an experienced senior practitioner to lead the design, stewardship and continuous strengthening of the Commission’s enquiry, complaint-handling and dispute resolution practice system. This includes practice standards, decision-making frameworks, guidance and quality assurance and practice advice that underpin consistent, equitable and legally sound delivery of our services.

This role sits at the centre of how we ensure quality and integrity in our human rights information provision and dispute resolution function. It requires deep subject matter expertise and credibility in these domains, including a strong grounding in contact centre, complaint-handling, mediation and dispute resolution practice.

You will work closely with managers and practitioners to ensure that complex and high-risk matters are supported by clear, consistent and legally sound practice frameworks.

You will not hold cases or manage staff. Instead, you will:

• define what good practice looks like

• assess whether it is being applied consistently

• strengthen the system where needed

What this role requires

We are seeking someone with a well-developed and established practice background.

This role draws on a combination of experience that may not commonly sit within a single role. We recognise that applicants may bring strength across some, but not all, areas.

The successful candidate will ideally demonstrate:

• strong experience in human rights enquiry, complaint handling and dispute resolution practice, including mediation or similar approaches

• experience contributing to or leading the development of practice frameworks and quality systems grounded in real casework

• the ability to work with and influence leaders and practitioners across a system

• proven ability to provide authoritative practice advice to managers and practitioners in complex or high-risk complaint-handling and dispute resolution matters

A background that includes direct experience in enquiry, complaint-handling and/or mediation practice is important for success in this role.

This role is best suited to candidates who have moved beyond primarily operational or case-based work and have experience shaping or strengthening practice at a broader level.

He kōrero mōu | About you

Essential experience

• significant senior-level experience in human rights enquiry, complaint handling and dispute resolution environments, including mediation or similar practice

• demonstrated experience strengthening service quality, consistency and robustness through practice frameworks, quality assurance or system design

• experience working in high-risk, high-complexity environments involving vulnerable individuals and contested issues

• a deep practical understanding of human rights frameworks and Te Tiriti o Waitangi, and their application in complaint-handling and dispute resolution contexts

Critical capabilities

• ability to translate complex practice into clear, usable frameworks and guidance

• sound judgement and the ability to identify practice risk, inconsistency and system gaps

• credibility to influence without formal authority, including with senior leaders

• ability to hold a system view, not just individual cases

Additional experience that will strengthen your application

• experience in quality assurance, audit or review of practice

• experience developing practice capability, coaching or reflective practice models

• a recognised mediation or dispute resolution qualification

• exposure to public sector or statutory environments

Mō tō mātou rōpū | About the team

The Information and Dispute Resolution rōpū provides high-quality information, support and dispute resolution services to people experiencing discrimination and human rights issues.

Mō te Kāhui Tika Tangata | About the Human Rights Commission

Te Kāhui Tika Tangata is Aotearoa New Zealand’s national human rights institution. We were established to better protect and promote human rights across Aotearoa.

We are committed to supporting a life of dignity for all and to becoming a Te Tiriti-based organisation tauira and human rights exemplar .

Ō mātou uara | Our values

• Mana tangata – human dignity

• Māia, tika, pono – courage and integrity

• Whanaungatanga – relationships

Ngā whaipainga | What we offer

• 5 weeks annual leave plus additional Commission leave

• Flexible working arrangements

• A strong values-based and Te Tiriti-grounded organisation

• Opportunity to shape system-level practice in a national human rights institution

Me pēhea te tuku tono | How to apply

We are open to applicants with a broad range of relevant experience.

We celebrate diversity and are committed to fair, merit‑based recruitment. To build a strong and representative workforce, we encourage applications from under-represented groups, including disabled people, and from people with diverse ethnic, cultural and religious backgrounds.

Please let us know, if any of our processes pose a barrier for you, or there is any support or assistance that would facilitate your participation in the application process. The position description and this advertisement are available in alternative formats and can be provided on request.

Applications will only be accepted via our careers site www.mahi.hrc.nz where you can download a Position Description and an Application form (required with your application for the role)

Please ensure you include the following with your application

• a cover letter

• up-to-date CV

• an application form

If you would like to get in touch with the People and Culture Team at the Human Rights Commission, please email: peopleandculture@tikatangata.org.nz

Please note that we will require referee details when a preferred candidate has been selected.

Applicants must have the legal right to work in Aotearoa New Zealand.

Me pēhea te tuku tono | How to apply

We welcome applications from people with a strong alignment to this work, including Māori, Pacific peoples, disabled people and those from diverse communities.

To apply, please submit your CV and cover letter via our careers site.

For queries, contact: peopleandculture@tikatangata.org.nz

Applications close: 5:00pm 29th May 2026

Applicants must have the legal right to work in Aotearoa New Zealand.