Capability & Quality Lead

About Southern Cross Health Insurance

Southern Cross Health Insurance is dedicated to fostering a healthier New Zealand by empowering members to live longer, healthier lives. As a member-based, New Zealand-owned organization, our mission centers on providing peace of mind through timely access to quality healthcare, inspiring healthier living, and driving positive systemic health changes. We focus on delivering outstanding value to members and cultivating a workplace where our people flourish.

Role Overview

We seek an experienced Capability & Quality Lead to reimagine and modernize our approaches to learning, performance, and service delivery for our Members. This vital role entails setting strategic direction for capability development and quality across Member Services by integrating contemporary adult learning techniques, developing scalable blended learning solutions, and leveraging data insights to enhance productivity, consistency, and outcomes for both Members and staff. You will challenge existing manual methods and create innovative, future-focused models that support learning seamlessly within daily work.

Key Responsibilities

• Drive the strategy and continuous improvement of capability and quality functions, serving as the expert in adult learning, instructional design, coaching, and quality assurance.
• Innovate learning, onboarding, and quality methodologies by crafting blended learning solutions that incorporate self-directed online modules, practical application, coaching, and facilitated development sessions.
• Establish and uphold capability and quality benchmarks that support uniformity and enable sound decision-making across teams.
• Examine performance data, quality metrics, and employee information to detect trends, diagnose root causes, and pinpoint emerging priorities, translating insights into actionable initiatives.
• Lead and coach expert teams within learning and development, onboarding, and quality assurance sectors.
• Collaborate with Member Services leadership to identify gaps in capability, assess quality risks, seize performance improvement opportunities, and support organizational change initiatives.

Candidate Profile

• Proven leadership capabilities including coaching and developing high-functioning specialist teams.
• Experience in transforming or updating learning, capability, or quality functions.
• Expertise in instructional design with emphasis on digital and self-guided learning formats.
• Comprehensive understanding of adult learning theories and capability development retention.
• Strong proficiency in learning, capability building, coaching, onboarding, or quality assurance domains.
• Confidence in establishing standards, challenging traditional methods, and influencing executive stakeholders.
• Analytical ability to derive insights from operational, quality, and performance data.
• Innovative and inquisitive approach to applying emerging practices in practical and effective ways.
• Familiarity with learning technologies and management platforms to enhance engagement and access.
• Dedicated to continuous improvement focused on measurable gains in productivity, quality, and outcomes for members and staff.

Our Culture and Values

We embody core values: Ngākau nui (Generosity of Heart), Āhurutanga (Safety), and Tikanga (Correct Practices). Our workplace fosters a supportive, purpose-driven, and diverse environment. We encourage balance, belonging, and active participation in inclusion initiatives including Pride Pledge and various cultural and diversity networks.

What We Provide

• Five wellbeing leave days yearly (pro-rated if part-time).
• Health insurance coverage for employees and their immediate family.
• Life insurance plus discounts on pet and travel insurance.
• Enhanced parental leave benefits and financial wellbeing programs.
• Participation opportunities in workplace wellbeing programs.
• Supportive work-life integration including hybrid work options and an annual volunteer day dedicated to community service.