Head of Service Support

1 week ago

Wellington, Wellington, New Zealand ACC New Zealand Full time
  • Tier three leadership opportunity in a complex, high-impact environment
  • Strategic and operational leadership of critical enabling functions
  • Shape the future of service delivery at ACC

Tā mātou nei whakakitenga, he waihanga i ngā honongo ahurei me ngā Tāngata kātoa o Aotearoa, kia ngāwari ake ngā wā e whara ai te tangata, hei whakapiki i tā rātou nei oranga.

Our vision is to create a unique partnership with every New Zealander, improving their quality of life by minimising the incidence and impact of injury.

Mō mātou | About ACC

At ACC, we are committed to improving the quality of life for New Zealanders by minimising the incidence and impact of injury. Through our enterprise strategy, Huakina Te Rā, we are focused on ensuring equitable access, supporting future sustainability, and strengthening partnerships to improve outcomes for all.

Mō tēnei tūranga mahi | About this role

The Head of Service Support plays a pivotal role in leading Service Delivery's enabling functions. You will lead an established, credible and motivated team that is driven to improve outcomes for our customers under Huakina Te Rā.

Your teams provide critical support, advice, and resolution management for our frontline teams, ensuring they have the capability, knowledge, and resources to deliver exceptional customer service. With a team of six senior managers and overseeing a workforce of around 430, you will be responsible for:

  • Integrity Services – Protecting the integrity of ACC's scheme through proactive fraud detection, investigations, external intelligence gathering, advanced data analytics, and fraud prevention strategies.
  • Clinical Services – Providing expert guidance from physiotherapists, psychologists, doctors, surgeons, nurses, and pharmacists to support frontline teams in making the right decisions for clients.
  • Technical Services – Bridging the gap between policy intent and operational practice by developing and advising on operational policy, providing technical guidance, and supporting complex casework.
  • Workforce Management – Ensuring the right work reaches the right people at the right time by managing workflow allocation, intraday workforce planning, recruitment cycles, and performance reporting.
  • Resolution Services – Managing disputes, complaints, and hearings to support fair and consistent decision-making, including oversight of ACC's review suppliers and the Kaupapa Māori Navigation Service.
  • Knowledge & Capability – Providing learning and development support for frontline staff through practice mentors, training material development, onboarding assistance, and maintaining the knowledge base.
  • Operations Integration – Supporting the Head of Service Support, Service Delivery, and the wider business through tailored project management and executive-level reporting.

As a key member of the Service Delivery Leadership Team, you will work closely with leaders across ACC to integrate services, enhance operational effectiveness, and contribute to enterprise-wide strategic initiatives. You will also play a vital role as a trusted leader to the DCE, Service Delivery.

Ngā tino pūkenga me ngā wheako | What we're looking for

We're seeking a seasoned, strategic leader who can balance operational excellence with a future-focused approach. You will bring:

  • Proven experience leading large-scale operational service delivery teams, ideally in a complex or highly regulated environment (Private and/or Public sector)
  • Deep understanding of organisational operations and governance, with the ability to navigate policy, compliance, and regulatory frameworks.
  • Strong commercial acumen and experience driving process improvement to enhance service outcomes.
  • Exceptional leadership and people management skills, with the ability to navigate union relationships and lead through change.
  • A strategic mindset, able to see the bigger picture and drive alignment between operational functions and ACC's enterprise strategy.
  • Expertise in risk, assurance, fraud detection, or workforce management would be advantageous.
  • Strong understanding and demonstrated leadership in the application of Mātauranga Māori and Te Tiriti o Waitangi, to support equitable outcomes for all.

This is a role for a leader who is calm under pressure, pragmatic, and solutions-focused, with a passion for supporting teams to thrive. You'll be someone who can manage complexity, drive performance, and inspire collaboration across ACC. Your ability to draw on your experiences in other sectors i.e. utilities, financial services, regulatory etc would also be desirable.

Why join us?

This is a unique opportunity to influence service delivery at a national scale, and play a key role in shaping the future of ACC. You will be part of a high-performing leadership team, working alongside talented colleagues to make a meaningful impact for New Zealanders.

We offer

A strong leadership development pathway, with potential progression opportunities at an executive level.

A collaborative, inclusive, and supportive workplace culture.

Flexible working arrangements to suit your needs.

A genuine opportunity to contribute to equity, innovation, and continuous improvement in a large, purpose-driven organisation.

Tono mai | Apply now

For additional information on this role please follow this link to our INSIDE Recruitment Candidate pack –

Following your review of the pack, please apply via the Apply Now button.

Applications close at 12 noon on Friday 11th April 2025. We will be assessing applications as they are received, so we encourage you to apply for this role at your earliest convenience.

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