Chief Service Operations & Performance Leader

New Zealand Government; Auckland; On-site; NZD 215,000 - 279,000; Full time

Benefits offered by this job

Superannuation scheme 9%

Flexible working

Job summary

Head of Service Operations at ACC leads Claims Assessment, Client Administration, Operations Payments and Site Operations, ensuring timely, high-quality services for clients, providers and our people. This is a senior role with accountability for performance, quality and ongoing service improvement at scale.

You will drive strategic, system-wide thinking, build a high-performance culture, align functions with the wider service delivery model, and guide financial management and reporting while

Qualifications

• Senior leadership experience in operational management, financial management, reporting and performance improvement.
• Experience leading complex multi-faceted customer or service delivery operations with focus on quality, consistency, productivity and outcomes.
• Strong strategic and systems thinking linking function performance to wider service delivery and organisational outcomes.
• Experience developing strategic plans and delivering programmes of work against agreed performance measures.
• Forward-looking and curious leadership approach with the judgement to challenge established thinking and explore new possibilities.
• Highly developed influencing, negotiation and relationship-building skills across senior levels.
• Strong people leadership, clarity, empowerment and change leadership.
• Experience applying Te Tiriti o Waitangi to policy design, systems and processes, and leadership in its application.
• Tertiary qualification in business or related discipline, or work experience to an equivalent level.
• NZ work rights at the time of application.

Responsibilities

• Lead critical operational functions across Claims Assessment, Client Administration, Operations Payments and Site Operations.
• Ensure timely, consistent and quality services for clients, providers and staff.
• Drive performance, productivity, quality and continuous improvement across the service delivery model.
• Provide strategic, system-wide leadership to Service Operations and align with wider organisational goals.
• Manage financial performance, reporting and stakeholder relationships across multiple sites.

Skills

Senior leadership

Operational management

Performance improvement

Strategic thinking

Change leadership

Stakeholder influence

People leadership

Te Tiriti Waitangi

NZ work rights

Education

Tertiary qualification in business or related discipline

Job description

Head of Service Operations at ACC leads Claims Assessment, Client Administration, Operations Payments and Site Operations, ensuring timely, high-quality services for clients, providers and our people. This is a senior role with accountability for performance, quality and ongoing service improvement at scale.

You will drive strategic, system-wide thinking, build a high-performance culture, align functions with the wider service delivery model, and guide financial management and reporting while