Operations Manager - Customer Services

Southern Cross Community Healthcare – Auckland, North Island

Full time

Hybrid

7d ago , from Southern Cross Health Insurance

Southern Cross Health Insurance is shaping a healthier Aotearoa New Zealand. Our purpose is simple : empowering our members to live well for longer. We’re here to give peace of mind through timely access to quality care, inspire healthier living, and lead positive change across the health system. As a New Zealand-owned, member-based organisation, we’re building a future where wellbeing is at the heart of everything we do — delivering exceptional value for our members and creating an environment where our people thrive.

Now is an exciting time to join us. You’ll be part of a high-performing, values-driven team where people are at the heart of everything we do — and in return for your talent, you’ll have the opportunity to grow, make an impact, and be proud of the difference your work makes.

About the role

We’re looking for an experienced Operations Manager - Customer Services to help shape the future of our frontline teams and ensure we deliver exceptional customer experiences every day.

In this role, you’ll build and grow capability across our Contact Centre—leading and motivating leaders and frontline teams to perform at their best. You’ll design and deliver transformational development programmes, strengthen our coaching framework, and play a key role in uplift and change initiatives across the business.

You’ll also drive team performance, support leaders with effective people management, and contribute to a strong, connected leadership team that champions continuous improvement and outstanding service outcomes.

A key part of your success will come from your ability to build strong relationships across the business and support smoother collaboration between teams, helping people work together more effectively toward shared goals. We’re looking for someone who is a natural connector, highly driven, and a self-starter who takes ownership and gets things done.

Our goal is to be the GOAT (Greatest of All Time) in the ways we deliver Customer Affinity for our customers so if you’re up for the challenge, this is the role for you.

About you

Proven leadership experience with strengths in coaching and mentoring

Strong background in operations management, people development and change delivery

Experience leading capability, training or transformation initiatives

Confidence using insights and data to inform decisions and actions

Exceptional soft skills with the ability to build trust, influence others, and bridge gaps between teams

A customer-focused, collaborative and growth-oriented approach

Proven experience in continuous improvement principles

A proactive, self-driven mindset with the ability to take initiative and deliver with pace.

What we offer you

five days of wellbeing leave per year (pro-rated for part-timers)

Health insurance for you and your immediate whānau

Life insurance cover and discounts on pet and travel insurance

extra parental leave benefits and financial wellbeing support

ability to participate in our workplace wellbeing programme.

But that’s not all. If you need more time to support your whānau, we offer work-life balance, a hybrid environment and each year you have a volunteer day to spend with your team contributing to a cause or community of your choice.

We are proud to be Rainbow Tick accredited, and we facilitate an active employee-led Diversity, Equity and Inclusion Forum which supports many diverse groups including our Māori network, Pasifika Collective, Neurodiversity and Whānau Support networks.

If you share our commitment and passion, we’d love to hear from you.

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