Senior Director of Service Excellence

2 days ago


Wellington, Wellington, New Zealand ACC New Zealand Full time
About the Role

This is a pivotal opportunity to lead our Service Delivery team, driving operational excellence and strategic alignment. As Head of Service Support, you will be responsible for overseeing our enabling functions, ensuring seamless support to our frontline teams.

You will lead an established, credible, and motivated team that is driven to improve outcomes for our customers. 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.

The role requires 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 in a complex or highly regulated environment.
  • 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.

We are seeking a leader who is calm under pressure, pragmatic, and solutions-focused, with a passion for supporting teams to thrive. This is a unique opportunity to influence service delivery at a national scale, and play a key role in shaping the future of ACC New Zealand.



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