Head of Operations & Enablement – Member Services at Southern Cross Healthcare

Auckland, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

07 Jun, 26

Salary

0.0

Posted On

09 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Excellence, Service Delivery, Transformation, Strategic Decision-Making, Workforce Management, Performance Insights, Business Improvement, Member Relations, Capability & Quality, Underwriting, Compliance, Change Leadership, Data Analytics, Automation, Stakeholder Management, Team Leadership

Industry

Insurance

Description

About us Southern Cross Health Insurance is shaping a healthier Aotearoa New Zealand. Our purpose is simple: empowering our members to live well for longer. We're here to give peace of mind through timely access to quality care, inspire healthier living, and lead positive change across the health system. As a New Zealand-owned, member-based organisation, we're building a future where wellbeing is at the heart of everything we do -- delivering exceptional value for our members and creating an environment where our people thrive. Now is an exciting time to join us. You'll be part of a high-performing, values-driven team where people are at the heart of everything we do -- and in return for your talent, you'll have the opportunity to grow, make an impact, and be proud of the difference your work makes. About the role As our Head of Operations & Enablement – Member Services, you’ll play a critical leadership role ensuring our Customer Service and Claims Centres of Excellence deliver consistently exceptional service to our members. You’ll lead multiple functions including workforce management, performance insights, business improvement, member relations, capability & quality, underwriting, and compliance — driving operational excellence and fostering continuous improvement across all areas. In this role, you will: Drive a culture of operational excellence across Member Services using data, customer insights and technology to improve performance, efficiency, compliance and service outcomes. Work collaboratively across Society to develop and maintain strategies that drive quality standards for exceptional service, that meet compliance and regulatory requirements and deliver on good outcomes for customers. Ensure change initiatives are planned, governed, delivered, and embedded effectively across impacted Member Services functions. Champion technology-enabled and data driven improvement, leveraging advanced technologies, data analytics and automation to deliver measurable operational and customer benefits. Lead strategic decision-making around escalated complaints and operational challenges, ensuring resolutions align with customer expectations and organisational goals. Contribute to the Society Enterprise strategy execution as a key member of the Society Senior Leadership Team. About you You’re an experienced senior leader with deep expertise in operational excellence, service delivery, and transformation within a large insurance, financial services, or similarly complex environment. You’re strategic, people focused, analytically strong, and experienced leading through complexity and change. You’ll bring: A track record of driving operational excellence within a complex operational environment. Proven experience in change leadership and delivering large-scale change programmes. Experience in leveraging technology, data, and automation to uplift performance. The ability to develop and lead high-performing teams and build future capability. Exceptional communication and stakeholder management skills Our values – who we are and what’s important to us Ngākau nui. Āhurutanga. Tikanga. Join a team that's always there, always real, always true. If you thrive in a purpose driven, diverse and supportive culture, we think you’ll love working with us. What we offer you Five days of wellbeing leave per year (prorated for part-timers) Health insurance for you and your immediate whānau Life insurance, plus discounts on pet and travel insurance Enhanced parental leave benefits Financial wellbeing support Access to our workplace wellbeing programme Hybrid working, great work life balance, and an annual volunteer day We are proud to be Rainbow Tick accredited, and we facilitate an active employee-led Diversity, Equity and Inclusion Forum which supports many diverse groups including our Māori network, Pasifika Collective, Neurodiversity and Whānau Support networks. If you share our commitment and passion, we'd love to hear from you. About us Southern Cross Health Insurance is shaping a healthier Aotearoa New Zealand. Our purpose is simple: empowering our members to live well for longer. We’re here to give peace of mind through timely access to quality care, inspire healthier living, and lead positive change across the health system. As a New Zealand-owned, member-based organisation, we’re building a future where wellbeing is at the heart of everything we do — delivering exceptional value for our members and creating an environment where our people thrive. Now is an exciting time to join us. You’ll be part of a high-performing, values-driven team where people are at the heart of everything we do — and in return for your talent, you’ll have the opportunity to grow, make an impact, and be proud of the difference your work makes.

Responsibilities

This leadership role ensures Customer Service and Claims Centres of Excellence deliver consistently exceptional service by leading functions like workforce management, performance insights, business improvement, and compliance. The leader will drive operational excellence using data and technology while contributing to the Society Enterprise strategy execution as a key member of the Senior Leadership Team.