Head of Performance, Governance and Projects

**Why you'll love working with Tower**

At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a uniquely Kiwi and Pacific insurer operating for almost 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole selves to work.

We celebrate all ages, genders, sexual orientations, races, religions, and anything else that helps to make our people special. We are proud holders of the Rainbow Tick which is an important symbol for us.

**What will you be doing?**

Tower is recruiting for this exciting new senior leadership opportunity and we are seeking a motivated and experienced individual to join our team as the Head of Performance, Governance and Operations in our Customer Shares Services group.

In this role you will play a key role supporting the business performance and resilience of Tower's Customer Contact Centre and Pacific Retail businesses, acting as a member of the Customer Shared Services leadership team.

Additionally, you will act as a point of coordination ensuring delivery of projects, change, recruitment, training is coordinated and planned to support the business' needs and minimize business disruption.

You can also expect to be across the following:

- Utilise data to continuously identify areas for performance and productivity improvement.
- Work closely with our senior leadership team to ensure our operational design and contact centre strategy will enable our long-term strategy, including our increasing shift to digital channels expansion to Pacific, and utilisation of our Fiji Hub.
- Identify gaps in overall customer service delivery and recommend best practice improvements in systems, processes or policies to enhance our customer's experience.
- Provide effective leadership to the Performance & Governance team to support the delivery of appropriate service levels.
- Create and embed operational efficiencies that improve the delivery of these services across all areas.
- Lead and be accountable for key projects that impact the contact centre and retail distribution.
- Ensure operations are compliant, effective and in line policy, legislation and regulatory requirements.

**What you'll need**

You will be a strategic expert in customer delivery with proven ability to inspire and motivate teams towards achieving their objectives whilst being able to think strategically, identify opportunities for improvement and implement effective solutions. Additionally, you will be able to identify and manage risks effectively, ensuring that the organization is compliant with regulations and ethical standards.

**To be successful in this role, you will also be able to demonstrate the following**:

- Previous track record of transforming complex operational and / or customer experience environments.
- Demonstrable understanding of global best practice in contact and service centre operations
- Experience in highly visible leadership or strategy development roles
- An accomplished and inspiring leader with excellent stakeholder management skills and the ability to co-operate and collaborate with other senior leaders across the business.
- Demonstrated ability to deliver high quality outputs on time and to budget.
- Highly self-motivated and driven

**What we'll bring to the table**

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

**Highlights include**:

- A paid day off on your birthday, as well as two extra annual leave days every year and the option to buy an additional eight days of leave. So up to six weeks off
- Wellness leave instead of sick leave so you can proactively look after your health and wellbeing before you get sick
- Career growth - we promote internal capability; we have programmes that recognise star performers
- Flexible workplace opportunities at our beautiful new Fanshawe St office
- Discounts on Tower insurance products of up to 50%
- Free Life Insurance of up to four times your annual base salary
- Paid parental leave top up for 12 weeks
- Retail deals and discounts