Head of Service Operations

Accident Compensation Corporation; Auckland; On-site; NZD 215,000 - 279,000; Full time

Benefits offered by this job

9% superannuation contribution

Comprehensive benefits package

Job summary

ACC is seeking a Head of Service Operations to lead Claims Assessment, Client Administration, Operations Payments and Site Operations across Auckland, Hamilton, Wellington, Christchurch or Dunedin. You will shape operational performance, quality and service outcomes for clients and providers, with strategy, financial management and cross-functional collaboration at the core.

You will drive improvements, modernise processes, and oversee flexible, scalable services that keep Kiwis safe and

Qualifications

• Significant senior leadership experience encompassing operational management, financial management, reporting, business analysis and performance improvement.
• 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.

Responsibilities

• Lead the critical operational functions that enable effective service delivery across Claims Assessment, Client Administration, Operations Payments and Site Operations.
• Ensure services are delivered timely, consistently and to high quality for clients, providers and ACC staff.
• Drive performance, productivity, quality and continuous improvement across a multi-faceted customer service environment.
• Provide strategic leadership with a system-wide perspective to service operations and broader organisational outcomes.
• Collaborate across the organisation to simplify and improve how services are delivered.

Education

Tertiary qualification in business or related discipline

Job description

Permanent | Auckland, Hamilton, Wellington, Christchurch or DunedinLead critical national operations across Claims Assessment, Client Administration, Operations Payments and Site OperationsDrive quality, consistency, performance and continuous improvement across complex servicesBring 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

You will bring:

• 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

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.