Senior Leader, Service Operations & Performance

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

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