Service Leader – Academic Advice & Information

About the role

Massey University is looking for a Service Leader to head the Academic Advice and Information team on its Auckland campus. The role focuses on delivering high‑quality, responsive advice to prospective and current students while fostering an inclusive, high‑performing team culture.

Key responsibilities

• Lead, coach and develop Academic Advisors and Student Services Liaison Advisors.
• Build an inclusive, supportive team environment centred on wellbeing and service excellence.
• Monitor service performance, using data and insights to drive continuous improvement and accountability.
• Ensure students receive accurate, timely academic advice and clear referral pathways.
• Collaborate with Service Leaders and university stakeholders across campuses.
• Support service planning, process improvement and operational governance.
• Contribute to student experience initiatives, engagement activities and continuous improvement programmes.

Required profile

• Relevant tertiary qualification (bachelor’s degree or higher).
• Minimum five years of proven leadership and management experience in a complex environment.
• Strong coaching, performance leadership and people‑management capability.
• Experience using data and insights to improve services and outcomes.
• Knowledge of academic advising or student services, preferably in a tertiary setting.
• Excellent stakeholder engagement and communication skills.
• Demonstrated commitment to equity, accessibility and inclusive practice, including Te Tiriti o Waitangi.

Required skills

What we offer

• Up to 6.75% employer contribution to the UniSaver Superannuation Scheme for eligible employees.
• Five university holidays per year.
• Opportunities to work in a values‑driven, Tiriti‑led organisation focused on student success.