Job Description
Defence Health is a not-for-profit, purpose-driven private health insurer supporting the health and wellbeing of the Defence community. Since ****, Defence Health has remained focused on protecting the health of those who protect Australia, operating for members rather than shareholders and reinvesting in the community it serves.
n
Our culture is values-led, member-focused and built on trust, excellence, community, ownership and putting members first. We are committed to creating an inclusive workplace where people are supported to grow, contribute and make a meaningful difference.
n
Defence Health is a place where we are all encouraged to excel and where we strive to be a high-performing organisation by continuously setting a better standard. We show up, stick together, solve it, and see it through.
n
Our promise to our own people is the same as our promise to members; we look after our own
n
Find out more
atdefencehealth.com.au
n
About the Role
n
As Chief of Operations, you will lead the full end-to-end operation of Defence Health's core service delivery engine. This executive role is accountable for delivering efficient, effective, high-quality and compliant operations across the member, customer and provider lifecycle, including provider networks, member acquisition, servicing, claims, billing and operational support services.
n
You will integrate operational performance, service quality, risk management, controls, human workforce capability and digitally enabled ways of working to ensure Defence Health executes effectively at scale. This is a pivotal enterprise leadership opportunity for an experienced operations executive who can set direction, align teams, improve service delivery and drive sustainable cost and performance outcomes
n
This rare opportunity offers the chance to build and lead a genuinely connected Operations function, not simply inherit an established portfolio.
n
Key Accountabilities
n
n




Develop and embed medium- and long-term operational plans that align resources, budgets, productivity programs, workforce capability and technology deployment with enterprise priorities.
n
Execute the end-end member experience model across administration, servicing and claims management, while setting and enforcing service standards.
n
Own execution of Defence Health's provider network model, including implementation of network design.
n
Run acquisition and onboarding operations across all channels, ensuring effective lead conversion of new joins and handover into servicing.
n
Deliver core operational support services across operations, such as complaint management, workforce planning and quality assurance
n
Manage payment integrity, including claims fraud detection and cost containment controls
n
Ensure operational teams understand acceptance criteria and are ready to successfully adopt technical solutions into the operating environment.
n
n
About You
n
You are an accomplished senior operations leader with significant PHI experience. You will have led large-scale, customer-facing operations in a complex and regulated environment.
n
You bring a strong service delivery mindset, deep operational discipline and the ability to lead large teams through growth, change and continuous improvement.
n
You will be comfortable operating at enterprise level, advising senior leaders and working with boards, committees, regulators, members and providers. You will bring sound judgement, strong commercial discipline, an evidence-based approach to performance management and a clear commitment to member outcomes.
n
What You'll Bring
n
n




A relevant tertiary qualification in Business, Operations, Health Administration, Commerce or a related discipline.
n
Significant PHI experience leading large-scale operations in a customer-facing, regulated environment.
n
Proven experience managing end-to-end service delivery across acquisition, servicing, claims and retention environments.
n
Deep expertise in operational performance management, productivity improvement and efficiency programs.
n
Experience operating under APRA prudential expectations, privacy obligations and audit frameworks.
n
Strong understanding of claims management, payment integrity and cost control frameworks.
n
Proven capability in risk management, operational controls, compliance and audit readiness.
n
Experience with provider ecosystems, contracting, healthcare delivery models, digital operations, automation or AI-enabled service environments would be advantageous.
n
n
If this sounds like you - this is a fantastic opportunity to join a company that offers a high engagement, vibrant and inclusive culture where you can thrive.
n
Why Join Defence Health?
n
n
Make an impact: as a purpose-driven organisation, we partner with veteran support organisations to offer meaningful volunteering experiences and connect to our community
n
Free top-tier health insurance for you and your immediate familyvalued at approx. $10,000 per year
n
Competitive remuneration and health and wellbeing initiatives:Access to discounted gym memberships and an additional paid day of wellbeing leave each year.
n
Company funded parental leave: Fully funded paid parental leave for eligible employees with superannuation paid for the entire length of approved parental leave.
n
Prime location: Our office is conveniently located on St Kilda Road with great access to public transport and local amenities.
n
n
Perks and benefits You will be recognized by a range of incentives The perks continue

📌 Chief Of Operations (Victoria)
🏢 Defence Health
📍 Victoria