Head of Service Delivery
We are seeking a seasoned leader to fill the role of Head of Service Delivery. As a key member of our executive team, you will be responsible for overseeing the delivery of exceptional service to our members through multiple channels.
The successful candidate will lead and manage a team to meet required service levels, member experience, and agent efficiency/occupancy.
* Develop clear understanding of service guidelines with all employees and create a culture of member service excellence
* Ensure adequate planning of Contact Centre global activity to support business needs and key business processes
* Develop, coach, and mentor direct reports to drive continuous improvement and customer-centric mindset across all processes
* Encourage proactive collaboration and effective communication, multi-level feedback, and foster a culture of openness and trust
* Communicate and promote the organisation's vision and strategic direction to the department
* Leverage existing technology and identify opportunities to further leverage this technologies across Service Delivery to improve efficiency and effectiveness of performance
* Leverage customer feedback trends analysis to support continuous improvement in service design
* Champion customer needs advocacy across the organisation to reduce contact volumes and complaints
* Leading strategic projects related to the evolution of the global contact centre in line with best practice
About You:
To succeed in this role, you will bring:
* Global leadership experience in a service delivery environment, preferably in a Contact Centre environment
* Understanding of a membership environment and membership bodies
* Understanding of data-driven customer focus
* Learning and development, and quality management expertise
* Ability to grasp complex concepts quickly
* Flexible and able to prioritise tasks and manage multiple tasks at single instance within compressed times
* Innovative, stress-tolerant, decision-making skills
* Ability to work autonomously unsupervised
* A tertiary level education will be highly regarded
Why Work Here:
We pride ourselves on our vibrant, values-led culture. We live by our core values: Create Opportunity, Pursue Excellence, and Achieve Together—and they shape everything we do.
Here's what makes working here special:
* Inclusive culture – We celebrate diversity and are committed to creating a workplace where everyone feels respected, valued, and empowered to thrive.
* People-first culture – Work alongside passionate, like-minded professionals who strive to be their best.
* Hybrid flexibility – Enjoy the balance of working from home and in the office (minimum two days onsite).
* Wellbeing matters – Access health and wellbeing sessions, learning labs, and a generous reward and recognition program.
* Supportive benefits – Paid parental, volunteer, and study leave, plus the option to purchase additional leave.
* Career growth – Take advantage of learning and professional development opportunities.
* Global mindset – Be part of a truly international organisation with over 20 offices around the world.
* Incentives that reward you – Participate in our annual incentive scheme.
* Fast-paced and purpose-driven – Thrive in a dynamic environment where your work makes a difference to our members and the profession.