Head of Operations (12 month fixed term contract)
Core
Lead operational delivery for Project Restore, translating remediation commitments into safe, disciplined delivery with end-to-end accountability for performance, controls, capacity, and member outcomes.
Role type
Senior operational leader (Head of Operations)
Builds
Operational delivery for member resolution, payment, evidence, and closure
Domain
Regulated operations / Claims / Remediation
Deliverable
client delivery
Required skills
Operational leadership, risk management, controls, performance management, capacity planning, team leadership, reporting, complaint oversight
Preferred skills
Remediation experience, claims experience, regulated operations experience, health experience
Responsibilities
Lead operational delivery through to member resolution, payment, evidence and closure; Maintain a disciplined operating model across performance, capacity, quality, cost, risk and controls; Lead a multidisciplinary team with clear accountability and high standards; Deliver fair, consistent and timely member outcomes, including oversight of complex cases and complaints; Provide clear reporting and promptly escalate risks and decisions; Build scalable capability and sustainable operational improvements.