Operations Manager - Customer Services

About 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.

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.

The role requires someone who is a natural connector, highly driven, and a self‑starter who takes ownership and gets things done.

About You (Qualifications & Experience)

• 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

Diversity & Inclusion

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.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Management and Operations

Application

Applications close – Tuesday 2 December 2025. If you share our commitment and passion, we’d love to hear from you.

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