Head Of Service Operations

New Zealand Government; Auckland; Sur place; NZD 215 000 - 279 000; Plein temps

Avantages offerts par ce poste

Superannuation scheme 9%

Flexible working

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Senior leadership

Operational management

Performance improvement

Strategic thinking

Change leadership

Stakeholder influence

People leadership

Te Tiriti Waitangi

NZ work rights

Formation

Tertiary qualification in business or related discipline

Description du poste

Permanent | Auckland, Hamilton, Wellington, Christchurch or Dunedin

• Lead critical national operations across Claims Assessment, Client Administration, Operations Payments and Site Operations
• Drive quality, consistency, performance and continuous improvement across complex services
• Bring strategic, future-focused leadership to a significant operational function

About us | Mō mātou

ACC is a trusted and high'performing organisation, providing care, supporting recovery and promoting injury prevention, now and into the future. You can find more about ACC and the work we do at www.acc.co.nz

About the role | Mō te tūranga mahi

As Head of Service Operations, you will lead the critical operational functions that enable effective service delivery and support better recovery outcomes for our clients. Leading Claims Assessment, Client Administration, Operations Payments and Site Operations, you will ensure these functions work effectively to deliver timely, consistent and quality services for clients, providers and our people. This is a significant senior leadership role with accountability for operational performance, service quality and the ongoing improvement of services at scale. Your portfolio includes cover and recovery support assessments, compensation entitlements and payments, medical fee payments, administration that supports client recovery, and the effective operation of our sites. You will bring a strategic and system-wide perspective to Service Operations, building a high-performance culture and strengthening how the function works with the wider service delivery model. You will lead with a strong focus on performance, productivity, quality and continuous improvement, contributing to keeping Kiwis safe at work, at home, and everywhere in between. The role requires strategic leadership, sound operational and financial management, collaborative relationships and the ability to deliver improvements across a multi-faceted customer service environment. We are looking for a forward-looking leader who combines strong operational discipline with curiosity and strategic thinking. You will encourage fresh thinking, constructively challenge established approaches and identify opportunities to simplify and improve the way services are delivered. You will also be comfortable considering emerging technology, digital capability and AI where these can contribute to stronger performance, productivity and outcomes.

The appointing salary for this role is $215,206 - $278,502 based on experience.

ACC offers a comprehensive benefits package which at present includes an advantageous superannuation scheme (9% contribution) with features like no mandatory employee contribution, optional life and income protection insurance.

About you | Mōu

• Significant senior leadership experience encompassing operational management, financial management, reporting, business analysis and performance improvement.
• Demonstrated experience leading and improving complex, multi-faceted customer or service delivery operations, with a focus on quality, consistency, productivity and outcomes.
• Strong strategic and systems thinking, with the ability to connect the performance of individual functions to wider service delivery and organisational outcomes.
• Experience developing and implementing strategic plans and delivering broad programmes of work against agreed performance measures.
• A forward-looking and curious leadership approach, with the judgement and confidence to challenge established thinking, explore new possibilities and improve how services are delivered.
• Highly developed influencing, negotiation and relationship-building skills, with a collaborative approach to working across organisational boundaries and at senior levels.
• Strong people leadership, with the ability to create clarity, empower others, encourage constructive challenge and lead successfully through change.
• Proven performance in applying Te Tiriti o Waitangi to the design of policies, systems and processes, alongside demonstrated leadership in its application.
• A tertiary qualification in business or a related discipline, or work experience to an equivalent level.
• You must hold New Zealand work rights at the time of application.

Working at ACC | Mō ACC

At ACC, we embrace the rich tapestry of Aotearoa New Zealand's cultures and are dedicated to providing equitable opportunities. We know that a diverse and inclusive team helps us meet the needs of our customers, and we encourage applications from individuals of all backgrounds, ethnicity, national origin, gender identity, age, and those with diverse abilities. It's important to us that people are free to be themselves at work.

Here are some ways we encourage that:

• Employee networks to support our colleagues from diverse backgrounds.
• The option to explore flexible working that suits your needs and ours.