General Manager, Service Operations

Pinpoint Talent are partnering with Healthdirect to source a General Manager, Service Operations who can drive innovation, delivery and high-quality service and we invite individuals who thrive on challenge and have the vision to influence and shape a nationally significant program of work at the forefront of virtual health service delivery.
  
About the client
  
Healthdirect Australia is a government-owned, not-for-profit organisation who works with purpose and dedication to help Australians actively manage and improve their health.
  
Their virtual services are easily accessible via multiple channels, including helplines, video call solutions, apps and websites and cater for Australians at all stages of life, ranging from practical and emotional support during pregnancy through to advice about aged care and helping Australians through the COVID-19 pandemic.
  
To learn more about Healthdirect Australia and their vision, refer to their Strategic Plan 2021-24 and website.
  
Position Overview
  
This newly created role sits within the Service Operations & Engagement Division, responsible for leading Healthdirect’s engagement with stakeholders to understand government and industry needs, influencing and shaping the broader health reform agenda, and co-ordinating the design and implementation of new services.
  
Reporting to the Chief Operations Officer, you will be responsible for ensuring high-quality services that align with the strategic objectives and public health priorities of their government funders.
  
You will be accountable for the efficient and effective delivery of health contact centre services operating from their platform, including the national healthdirect nurse triage helpline (Health Information and Advice Service), national and state-based GP helplines, and the Head to Health Service. This includes ensuring service levels are met, consumer satisfaction is high, and operations are managed to budget.
  
Key to your success will be an ability to ensure that every interaction with their services positively impacts the consumers they serve.
  
Experience, knowledge and qualifications
  
The ideal candidate should possess the following:

• 5+ years’ experience at the Director or Executive Director level with a track record of success contributing to the leadership and management of an organisation
• Proven ability to successfully lead multidisciplinary teams to deliver complex projects across matrixed organisational structures
• Demonstrated fluency in contact centre service delivery models with applied expertise in driving continuous quality improvement across service efficiency, effectiveness, quality, and safety domains
• Deep understanding of Australia’s health reform agenda
• Relevant tertiary qualification - e.g. business, health services management, health sciences or a related field

Please note that candidates must be Australian citizens, located or able to work from their Sydney office in line with their flexible hybrid working model.
  
For an informal discussion and to find out more about the role please contact Lindsey Hutchinson on 0405932*** or at *******@pinpointtalent.com.au