Job Overview
The position of Head of Service Delivery is a pivotal role within our organisation, overseeing the end-to-end service delivery function to ensure high-quality, timely, and cost-effective outcomes. This includes leading and managing a multi-functional team comprising Care Centres (Branches), Claims, Corporate Sales, and the Contact Centre.
Responsibilities
* Develop and implement strategic service delivery frameworks aligned with organisational goals.
* Continuously improve service processes and systems to enhance customer experience.
* Ensure compliance with contractual obligations, SLAs, and regulatory requirements.
* Collaborate with cross-functional teams to resolve escalations and improve service outcomes.
* Develop sales strategies to achieve revenue and growth targets.
* Lead and mentor the sales team, fostering a culture of performance and accountability.
* Identify new business opportunities and market segments.
* Oversee key account management and client engagement strategies.
* Monitor sales performance metrics and provide regular reporting to executive leadership.
Required Skills & Qualifications
* Tertiary qualifications in Business, Management or 7 years equivalent experience and industry training.
* Bachelor's degree in business, management, or a relevant certification in sales leadership are advantageous.
* Strong strategic planning, operational analysis, and customer service orientation.
* Expertise in change management and team integration.
* Excellent communication and leadership coaching capabilities.
Benefits
* Flexible working available.
* 5 weeks annual leave + 17.5% leave loading.
* 30% staff discount on health insurance.
* 6 month paid parental leave.
About Our Organisation
We're a leading not-for-profit private health insurer with a mission to change the way Australians see private health insurance. We've grown significantly over the years and have established ourselves as one of the fastest-growing health insurers in the country.