Manager, Resolutions

About the role

This is a 12 month fixed term opportunity. As the Manager - Resolutions, you’ll lead the development and delivery of CAA’s resolutions function. You will oversee the timely receipt, triage, coordination, and delivery of responses to complaints, ministerial and parliamentary requests, Official Information Act and Privacy Act requests, and reviews of Director decisions.

Working closely with the Head of Assurance and Governance, you’ll support the Chief Executive and Director by providing insight into emerging trends, systemic issues, and organisational risks. You’ll also work in close partnership with Legal and other key teams to ensure responses are coordinated, consistent, and delivered with quality and care.

Key Responsibilities:

• Lead and manage the end-to-end resolution function, ensuring timely, high-quality responses
• Oversee statutory obligations under the Official Information Act and Privacy Act
• Manage complex, sensitive and high-profile complaints and requests
• Provide strategic insights into themes, risks and emerging issues
• Lead and develop a high-performing team (7 direct reports)
• Collaborate across Legal, Governance, Communications and operational teams
• Engage with external stakeholders including Ministers’ offices, Ministry of Transport, and TAIC

The salary band for this role is $136,939 to $168,191. Starting salaries are based on knowledge, skills and experience the successful candidate brings to the role, as well as internal relativities.

For more information on the role please view the position description

What You’ll Bring

If you’re an experienced leader who thrives in complex environments, exercises sound judgement, and builds trusted relationships with ease, this is a unique opportunity to influence outcomes at a national level.

To succeed in this role you’ll demonstrate:

• Proven experience leading complaints, resolutions or similar functions in a large, complex organisation
• A legal qualification and strong knowledge of the Official Information Act 1982 and Privacy Act 2020
• Deep understanding of machinery of government and public sector processes
• Experience providing strategic advice on sensitive and high-risk issues
• Strong people leadership capability, with a track record of building high-performing teams
• Exceptional stakeholder management and influencing skills, including at senior levels

About us

The Civil Aviation Authority (CAA) is New Zealand’s aviation safety and security regulator. We play a critical role in protecting the travelling public, supporting the aviation sector, and strengthening New Zealand’s international reputation.

Our vision is simple and powerful: A safe and secure aviation system – so people are safe, and feel safe when they fly.

Our values: Professionalism, Respect, Integrity, Transparency, and Collaboration guide everything we do. We’re committed to diversity, inclusion, and creating a workplace where everyone feels safe, valued, and empowered to contribute.

Why Join Us?

• 5 weeks annual leave, with an additional 2 days after five years of continuous service
• Sick leave entitlements from day 1 and ten days domestic leave annually
• Matching KiwiSaver contributions up to 4%
• Vision assistance
• Flu vaccinations
• Employee Assistance Programme

Ready to Apply?

If you’re a strategic leader with a passion for delivering high-quality, impactful work in a complex environment, we’d love to hear from you.

Apply directly by completing the online application form and submitting your CV and cover letter. Your cover letter will be a key part of our assessment process, so please highlight how your experience relates to the skills required for this role.

We want to ensure accessibility needs are well supported, so the recruitment process is fair and equitable for all. Please let us know if there is any support we can provide to ensure the recruitment process is fully accessible to you.

If you have any questions about the role or application process, contact Shannon Ransley at recruitment@caa.govt.nz

Applications close: 25 June 2026

Please be aware that we may start shortlisting as applications come in. We encourage early applications, as the advertisement may close sooner than stated.