Head of Service Delivery

20 hours ago

Lithgow, New South Wales, Australia Westfund Health Insurance Full time
Overview

As a Head of Service Delivery & Sales at Westfund Health Insurance, you will play a pivotal role in leading a multi-functional team comprising Care Centres (Branches), Claims, Corporate Sales, and the Contact Centre. This role focuses on strategic leadership, operational excellence, customer experience, and fostering a unified team culture.

Responsibilities
  • Lead and manage the end-to-end service delivery function to ensure high-quality, timely, and cost-effective outcomes.
  • Develop and implement service delivery strategies, frameworks, and KPIs aligned with organisational goals.
  • Continuously improve service processes, systems, and customer experience.
  • Ensure compliance with contractual obligations, SLAs, and regulatory requirements.
  • Collaborate with cross-functional teams to resolve escalations and improve service outcomes.
  • Develop and execute sales strategies to achieve revenue and growth targets.
  • Lead and mentor the sales team, fostering a culture of performance, accountability, and customer focus.
  • Identify new business opportunities, partnerships, and market segments.
  • Oversee key account management and client engagement strategies.
  • Monitor sales performance metrics and provide regular reporting to executive leadership.
  • Provide overarching strategic direction for all frontline service delivery units.
  • Integrate operations across care centres, claims, corporate sales, and contact centre.
  • Improve frameworks for service delivery and the management of claims.
  • Foster synergy and a "one team" culture across diverse teams.
  • Lead change, monitor performance, and drive continuous improvement.
  • Deliver leadership coaching and support team development.
  • Identify and implement improved ways of working.
  • Make decisions aligned with company objectives in line with delegations.
  • Travel will be required across NSW & QLD.
Experience & Skills
  • 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.
  • Flexible working available.
  • 5 weeks annual leave + 17.5% leave loading.
  • 30% staff discount on health insurance.
  • 6 month paid parental leave.
About us

Westfund is changing the way Australians see private health insurance. We helped to found the industry way back in 1953 and have since grown to become one of the leading not-for-profit private health insurers in the country. Today, we have over 200 employees and locations across NSW and Queensland. We are one of the fastest-growing health insurers in the country, with over 110,000 people trusting us to manage their health.

We've got big ideas for the future and are looking for talented and driven people that can help us achieve them.

We'd love to hear from you

If you are interested, please apply for the position by 4.00pm on Monday 24th September 2025, or call Fiona Van Der Velden on (02) 6352 0755 for a confidential discussion.


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