POSITION DESCRIPTION General Manager - Qualmark

Position Background The key purpose of the position of General Manager, Qualmark is to promote and maintain Qualmark as the official and trusted Mark of Quality used by visitors to and residents of New Zealand.

Position: Location: Responsible to: Manages/Supervises:

General Manager, Qualmark Auckland Chairman Qualmark 7 Qualmark Employees and up to 10 Contractor Assessors

The key objectives of this role are to: Provide leadership to the staff and the contractor assessors. Grow the licence holder base. Operate the business so that income balances expenditure. Provide an independent and consistent assessment service based on quality standards agreed by the tourism industry. Communicate to existing and new licence holders the benefits of achieving a quality rating. Listen and respond to the Tourism Industrys needs for improving quality standards in New Zealand.

Key Points of Contact and Primary Relationships: Internal Chairman, Qualmark Tourism New Zealand shareholders NZ Automobile Association shareholders Qualmark employees Contractor Assessors External Qualmark license holders Key Accounts The main Tourism Associations such as TIA, MANZ, HAPNZ, Hotel Council, ITOC etc Regional Tourism Organisations Industry stakeholders Marketing Chains

Position Description General Manager, Qualmark June 2011

Functions, Responsibilities and Key Result Areas: The duties to be performed in this role are outlined below. Expected levels of performance and learning will be discussed and agreed:

Executive Management Responsibilities Provide strong leadership of Qualmark and guide staff and contract Assessors to deliver their objectives Undertake planning at a strategic level and manage tactical implementation aligned with strategic objectives Being fully accountable for the performance of Qualmark, regularly provide updates to the Qualmark Board on progress towards achieving agreed strategic and financial objectives. Deliver regular performance analysis including the analysis of year to date results, year-end forecasts and annual budgets to the Board ensuring that total income is balanced with expenditure Actively monitor licence holder forecasts and budgets Evaluate the opportunities for new products and services through approved business cases.

Assessment Systems and Delivery Responsibilities Understand Qualmarks Quality Reputation and ensure commitment to it Set and lead exemplary expectations and standards for quality systems and assessment Manage quality processes and quality assurance systems Maintain the integrity and consistency of the assessment processes in accordance with Industry standards Monitor licence holder satisfaction through KPIs Regularly review visitor feedback about licence holders as part of the assessment process.

Position Description General Manager, Qualmark June 2011

Account Management Responsibilities Manage Licence Holders expectations in a commercially-driven service-based environment where assessment is often emotionally or psychologically driven Identify and deliver on opportunities to create awareness, build profile and an appreciation of Qualmark throughout the licence holder community Actively promote the added value and overall benefits to existing and prospective licence holders of the Quality Mark and the assessment process to their business

Seek to encourage all Licence holders to promote the value of the Quality Mark to their customers. Foster and maintain strong links with key industry bodies, e.g. TIA, RTOs, ITOC, HAPNZ, hotel chains, marketing groups and corporates

Communications Responsibilities Manage licence holders through excellent communication and listening skills Create and maintain excellent communication channels and relationships for all Qualmark stakeholders, including the Qualmark Board and Tourism New Zealand Represent Qualmark at Industry events and forums Represent Qualmark on media and public relations issues and communicate with licence holders in areas of interpretation and complaint

People Management and Leadership Responsibilities Work collaboratively with all Qualmark employees, providing leadership, guidance and support where needed. Provided staff with training and development opportunities, coaching, and performance management with regular feedback and review. Build a positive team environment with team briefings and regularly communicating progress in achieving Qualmarks strategic objectives Manage and balance employee satisfaction of both office based and contract Assessors by listening to and acting on their needs.

Position Description General Manager, Qualmark June 2011

Person Specification: Skills, Abilities, Competencies Proven effective leadership and management experience, preferably across functionally-diverse teams Demonstrated relationship management experience and operation at a senior level Enthusiastic interpersonal style that promotes effective communication, unity and respect with people across the organisation, and externally Highly developed and effective verbal, written and presentation communication skills Ability to think strategically and to deliver a strategic plan and business plan Cultural awareness; understanding diversity and open to other perspectives Adaptable and flexible working style, and understanding of the need for organisations to be innovative and adaptable Excellent facilitation, mediation, negotiation and problem solving ability Experience and Knowledge Proven experience of managing a business bottom line or being responsible and accountable for business results Solid experience with, and understanding of quality assurance and/or assessment systems Extensive budget and financial management experience Tertiary qualified in business communications, operations management or equivalent discipline

Other Requirements (Visas, Driving Permits, Travel) Willing and able to travel domestically Current New Zealand Drivers Licence

Position Description General Manager, Qualmark June 2011