Head Of Operations Centre Of Excellence

Details of the offer

Full timeSouthern Cross Travel Insurance (SCTI) is a proud member of the Southern Cross whanau, shining brightly in the market in both New Zealand and Australia. We're incredibly proud to be the market leader and it's an exciting time to join the beating heart of the business and to be there when our customers need us the most.The needs and expectations of our customers are changing faster than ever, and we are right here with them providing assurance on their travels. We have a diverse and inclusive culture where team members are empowered to make decisions and succeed. Together, we are committed to achieving extraordinary results.About the role:Join us as the Head of Operations Centre of Excellence, where you will play a pivotal role in shaping our operational effectiveness landscape during this transformative phase of growth. In this newly created position, we seek a passionate and strategic leader who can navigate the complexities of our business environment, driving efficiency and fostering a culture of excellence.Drive operational efficiency and lead a high-performing team responsible for managing first-line risk, complaints, fraud prevention, and quality assurance. You will also oversee learning and development, change management, and business continuity while supporting the Contact Centre Sales and Service teams and Claims teams to enhance customer interactions and claims processing.You will work cross functionally across the enterprise influencing at every level of leadership. You will be empowered to co-design the future state of the operational centre of excellence to deliver strategic outcomes.Key responsibilities:Drive operational efficiencyManage first-line risk, complaints, fraud prevention, and quality assuranceOversee learning and development, change management, and business continuitySupport Contact Centre Sales and Service teams and Claims teamsEnhance customer interactions and claims processingAbout you:Senior leadership experience in an insurance or financial services environmentStrategic thinker with a hands-on approach to implementing new strategiesTrack record of successfully driving operational improvements and cost efficiencyDemonstrated capacity to foster innovation and a culture of continuous improvementExperience in large-scale change and project executionComfortable driving process automation through technology adoptionStrong financial acumen with experience in budgeting, financial analysis, and resource managementExceptional communication and interpersonal skills, with the ability to influence and collaborate effectively at all levels of the organisation, from the Board to the front lineStrong analytical and problem-solving skills, with the ability to derive actionable insights from dataDemonstrated expertise in stakeholder management, effectively engaging and building relationships with both internal teams and external partnersBenefits:Fully subsidised medical insurance for you and your immediate whanauSubsidised pet and travel insurance and special discounts for your whanauAdditional parental leave benefitsLife & terminal illness insuranceExcellent work/life balance, including 5 days of wellbeing leaveOpportunity to purchase flexi leaveFlexible working options including work from home several days a weekHere at Southern Cross Travel Insurance, we recognise that people are as diverse as the places our customers travel to. We are committed to our journey of providing an inclusive culture for our team, where diversity is embraced and celebrated. Applications are welcome from individuals from all walks of life, including diverse backgrounds, experiences, and perspectives.Want to apply?If this sounds like you, please get in touch with your cover letter and CV.Please note that applicants for this position should meet legal requirements to work in New Zealand. Successful candidates will also be required to complete pre-employment background checks.
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Nominal Salary: To be agreed

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