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Open nowPosted yesterday

Head of Service Operations

ACC New Zealand48 open roles

Pay
$215,206 – $278,502 a year
Where
New Zealand
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Your applicationOpen nowHead of Service OperationsACC New Zealand · New Zealand

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on ACC New Zealand's own form.

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The clock on this job

Early applications get read.

13.3% of postings close within 7 days. Measured by our own scanner across the market. ACC New Zealand postings stay open a median of 11 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.6%3 days
  3. 13.3%7 days
  4. 21.3%14 days
  5. 35.7%30 days
  6. 59.1%60 days
This job: posted yesterday

ACC New Zealand median: 11 days open

The posting

Job Description

Permanent | Auckland, Hamilton, Wellington, Christchurch or Dunedin

  • Lead critical national operations across Claims Assessment, Client Administration, Operations Payments and Site Operations
  • Drive quality, consistency, performance and continuous improvement across complex services
  • Bring strategic, future-focused leadership to a significant operational function

About us | Mō mātou

ACC is a trusted and high‑performing organisation, providing care, supporting recovery and promoting injury prevention, now and into the future.

You can find more about ACC and the work we do at www.acc.co.nz

About the role | Mō te tūranga mahi

As Head of Service Operations, you will lead the critical operational functions that enable effective service delivery and support better recovery outcomes for our clients. Leading Claims Assessment, Client Administration, Operations Payments and Site Operations, you will ensure these functions work effectively to deliver timely, consistent and quality services for clients, providers and our people.

This is a significant senior leadership role with accountability for operational performance, service quality and the ongoing improvement of services at scale. Your portfolio includes cover and recovery support assessments, compensation entitlements and payments, medical fee payments, administration that supports client recovery, and the effective operation of our sites.

You will bring a strategic and system-wide perspective to Service Operations, building a high-performance culture and strengthening how the function works with the wider service delivery model. You will lead with a strong focus on performance, productivity, quality and continuous improvement, contributing to keeping Kiwis safe at work, at home, and everywhere in between.

The role requires strategic leadership, sound operational and financial management, collaborative relationships and the ability to deliver improvements across a multi-faceted customer service environment.

We are looking for a forward-looking leader who combines strong operational discipline with curiosity and strategic thinking. You will encourage fresh thinking, constructively challenge established approaches and identify opportunities to simplify and improve the way services are delivered. You will also be comfortable considering emerging technology, digital capability and AI where these can contribute to stronger performance, productivity and outcomes.

The appointing salary for this role is $215,206 - $278,502 based on experience. ACC offers a comprehensive benefits package which at present includes an advantageous superannuation scheme (9% contribution) with features like no mandatory employee contribution, optional life and income protection insurance.

About you | Mōu

You will bring:

  • Significant senior leadership experience encompassing operational management, financial management, reporting, business analysis and performance improvement.
  • Demonstrated experience leading and improving complex, multi-faceted customer or service delivery operations, with a focus on quality, consistency, productivity and outcomes.
  • Strong strategic and systems thinking, with the ability to connect the performance of individual functions to wider service delivery and organisational outcomes.
  • Experience developing and implementing strategic plans and delivering broad programmes of work against agreed performance measures.
  • A forward-looking and curious leadership approach, with the judgement and confidence to challenge established thinking, explore new possibilities and improve how services are delivered.
  • Highly developed influencing, negotiation and relationship-building skills, with a collaborative approach to working across organisational boundaries and at senior levels.
  • Strong people leadership, with the ability to create clarity, empower others, encourage constructive challenge and lead successfully through change.
  • Proven performance in applying Te Tiriti o Waitangi to the design of policies, systems and processes, alongside demonstrated leadership in its application.
  • A tertiary qualification in business or a related discipline, or work experience to an equivalent level.
  • You must hold New Zealand work rights at the time of application.

Working at ACC | Mō ACC

At ACC, we embrace the rich tapestry of Aotearoa New Zealand’s cultures and are dedicated to providing equitable opportunities.

We know that a diverse and inclusive team helps us meet the needs of our customers, and we encourage applications from individuals of all backgrounds, ethnicity, national origin, gender identity, age, and those with diverse abilities. It's important to us that people are free to be themselves at work. Here are some ways we encourage that:

  • Employee networks to support our colleagues from diverse backgrounds.
  • The option to explore flexible working that suits your needs and ours.

How to apply | Me pēhea te tuku tono

Please attach your CV and cover letter telling us why you would be a great fit and what strengths you would bring to the role. Applications will run through to Tuesday 17th November 2026 1159pm.

Applications can only be accepted through the ACC Career Website. For accessibility support or pātai (questions), email [email protected] quoting the Job Identification number 1007517.

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