Senior Manager - Claims And Member Services

Senior Operations Manager

Here at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health and life insurance. We believe the 'status quo is death' - we admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our 'future state' strategy. You will be joining a collaborative, innovative and driven team.

We're looking for an experienced Senior Operations Manager to lead our Claims & Member Services function to deliver awesome experiences for our nib NZ Health & Life Customers.

This role is about delivering operational excellence and an outstanding member experience. You'll drive strategy, workforce planning, productivity, training and continuous improvement, while fostering a culture of growth, collaboration and accountability across your teams.

As part of the NZ Operations senior leadership team (SLT), you'll play a key role in shaping future strategy, embedding digital-first ways of working, and ensuring our people are equipped to deliver results with confidence and care.

What you'll be doing:

• Designing and delivering an operational roadmap that improves efficiency and strengthens the member experience
• Leading workforce management, planning, training and engagement strategies to support highly skilled, motivated teams
• Driving operational improvements through data, analytics and demand management
• Partnering across nib to identify opportunities to streamline and automate processes with a digital-first focus
• Embedding a strong member-first culture with a focus on first point resolution and continuous improvement
• Coaching and developing leaders to build capability, engagement and performance across Claims & Member Services
• Ensuring operational performance meets or exceeds agreed measures (NPS, productivity, quality, cost to serve, etc.)

About you:

• Extensive leadership experience across large operational or contact centre environments
• Proven ability to lead through transformation, building high-performing cross-functional teams
• Strong strategic, financial and commercial acumen
• Deep expertise in workforce management, productivity planning and operational optimisation
• Demonstrated experience in change management, digital transformation and automation
• Excellent communication and relationship skills, with the ability to engage at all levels
• Relevant tertiary qualifications in Business, Management or related field
• Experience in the health or general insurance industry
• P&L management experience
• Exposure to agile ways of working

If you're ready to step into a role that will challenge and reward you on a daily basis and provide an opportunity to build on your career, then please apply today!

We embrace an inclusive working environment. We are LGBTQIA+, disability and neurodiverse inclusive, and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility, and education are valued to reflect the diversity of the communities in which we operate.

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we're committed to creating a flexible working environment where you're free to be you.

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment.