Performance Lead - Service

About the role | He Aha Te Tūranga

As our Performance Lead, you'll be at the heart of creating a high-performing, customer-focused culture.

You'll coach and develop frontline teams, leverage insights to improve performance, drive operational excellence, and champion continuous improvement initiatives that make life easier for both our people and our members. Combining leadership, strategy and hands-on coaching, you'll play a key role in shaping the future of Customer Care at nib NZ.

About you | Ko Wai Koe 

We're looking for a people-focused leader who can inspire, coach and develop high-performing teams while creating an exceptional customer experience. Previous experience in a Call Centre environment or Insurance highly desired.

You'll bring proven experience in a customer service environment, along with a strong understanding of contact centre best practices (preferably), enabling you to balance customer outcomes, team performance and operational efficiency.

• Advanced level computer skills, including Microsoft word, PowerPoint and Excel

• Sound administrative skills and attention to detail

• Excellent interpersonal techniques

• Customer focused with a quality orientation

• Sound problem solving and analytical capabilities

• Shows integrity and sound judgment

• Self-motivated with time management and organisational abilities

Don't tick every box? If this role excites you and you bring relevant experience, we'd still love to hear from you.

About nib | Ko Wai M­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­ātou

Here at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health and life insurance.

We believe in “challenging the status quo” and 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.  Ehara i te toa takitahi (success is not achieved alone) - you will be joining a collaborative, innovative and driven team with the following benefits:

• Free health, life, income protection insurance + discounts for family members

• Hybrid work environment: work from home and the Christchurch or Auckland office

• Join a supportive and dedicated team where you can develop and enhance your career

• An exceptionally generous leave policy including 22 days annual leave, cultural leave, 18 weeks fully paid parental leave for all parents

• Short term incentive programmes

Diversity, equity and inclusion | Te kanorau me te whakaurunga

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.

Next steps: If successful, you will receive an email from Sapia.ai inviting you to complete an online, chat‑based assessment.