Head of Operations Data and Insights

Head of Operations Data and Insights, People & Culture

Australian Unity - Melbourne

About us

Established in 1840, we are Australia’s first wellbeing company, delivering health, wealth and care services for our members and the community.

As a social enterprise, we’re motivated by our purpose to positively impact the wellbeing of millions. We reinvest profits to deliver products and services sustainably that matter most to our members, customers and the Australian community.

For us, Real Wellbeing encompasses the whole experience of life. It’s about feeling supported in your health, connected with your community and empowered to live life on your terms.

The Opportunity

The Head of Operations Data and Insights leads the operational engine of the people function by providing a an employee/leader centric service proposition and SLA compliance while driving accurate, efficient, and compliant people transactions and processing; governance, reporting, and translation of workforce data into actionable insights that inform strategic decisions; and ensuring people programs are systematically operationalised, embedded, and sustained across the annual cycle enabling the organisation to run consistently, compliantly, and at scale across a complex and distributed organisation.

This role is accountable for the day-to-day operational performance of employee and leader query handling (contact centre), the efficient delivery of high-volume HR transactions, knowledge and case triage, and the delivery of continuous improvement and automation to enhance service experience, strengthen controls and reduce manual effort.

Key Responsibilities

Employee operations (service support and processing)

• High first-contact resolution via multi-channel service model with effective triage and escalation
• Established service standards and expectations with service performance meeting agreed SLAs/OLAs
• Consistent employee experience across channels (phone, email, portal/case tool) with clear, empathetic communication.
• Cycle times improve and error rates reduce through automation and/or standardised processes and quality control

Enablement (knowledge management, communications, and system alignment)

• Development of self-service and automation roadmap to enhance operational efficiency and experience for employees/leaders
• Clear service catalogue with documented Standard Operating Procedures and maintained knowledge base
• Enable and deliver continuous improvements through digital orchestration and automation of workflows.

Data Management and Workforce Insights

• Lead roadmap and operationalisation of workforce insights and reporting suite including more predictive analytics.
• Govern data quality and controls across the team and processes enabling more automated and self-service environment.
• Stewardship of data in HRIS to curate, store and develop people data sets as well as embedding privacy, recordkeeping and policy adherence

Applications Close: June 17th, 2026

The Ideal Profile

The successful candidate will have at least 10-12 years’ experience leading service-oriented teams and delivering high-quality, customer-centric operations at scale across a medium-to-large organization with a diversified workforce. They bring proven expertise developing teams and creating a high performing culture focused on continuous improvement, accountability and psychological safety. The candidate will have deep knowledge of data management and governance and will be highly data literate and confident in translating workforce intelligence and operational reporting into clear, actionable insights that drive decision-making. They are a highly collaborative and credible stakeholder partner, able to engage effectively across People & Culture, business leaders, technology teams, and external partners.

You will bring:

• 10-12 years’ experience leading customer service and/or shared services teams delivering high-volume, time-critical work in a complex environment
• Demonstrated self-service/call centre operations experience (forecasting, scheduling, adherence, QA, performance reporting)
• Data governance, engineering and optimisaiton capability with experience to drive ongoing continuous improvement of data integrity
• Ability to translate data sets into insights and intelligence that drive decision making and supports improvements to employee experience
• Leading and leveraging service metrics and dashboards (e.g., volumes, quality assurance, abandonment, case aging, etc) to manage performance and SLA standards
• Experience operating in a controlled environment with strong documentation, privacy and compliance obligations
• Application and design of risk controls to ensure downstream compliance and accuracy (ie. Pay outcomes)

Why Join Us?

At Australian Unity, we provide a supportive, flexible and purpose‑driven environment where you can make a meaningful impact.

You will enjoy:

• Competitive salary + bonus program
• Additional wellbeing and community leave days
• 14‑week paid parental leave (equal for all parents)
• Hybrid working model
• Employee Assistance Program
• Flare / Maxxia Rewards – discounted retail, travel, entertainment
• Discounts on Australian Unity products including Health, General Insurance and more
• Access to LinkedIn Learning and professional development programs

If you’re looking to step into a leadership role where you can make a meaningful impact across a purpose‑driven organisation, we’d love to hear from you. Apply now and join us in shaping better outcomes for our members and community.

For further benefits visit: https://www.australianunity.com.au/careers/culture

 Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.