Head of Operations & Service Delivery - Portable Long Service Authority

Head of Operations&Service Delivery

• Lead criticalcustomer service / contact centrefunctions in a high-impact statutory authority
• Shape strategy, performance, and client experience across a growing statewide scheme
• Bendigo-based leadership role with flexible hybrid arrangements

AboutthePortable Long Service Authority

The Portable Long Service Authority (the Authority) is an independent Victorian statutory body established to administer the Long Service Benefits Portability Act 2018 , ensuring that eligible workers in the community services, contract cleaning, and security industries can build long service benefits based on time in their industry rather than with a single employer.

Since its establishment in 2019, the Authority has become a trusted regulator supporting fair outcomes for Victorian workers and employers. With a commitment to integrity, accountability, and continuous improvement, PLSA plays a vital role in ensuring scheme sustainability, compliance, and customer satisfaction. Headquartered in Bendigo with a presence in Melbourne, the organisation is entering a new phase of operational maturity and strategic development.

Aboutthe Role

Reporting to the Registrar and Chief Executive Officer, the Head of Operations and Service Delivery will lead the strategic direction, performance, and customer experience of the Authority’s core service delivery functionsincluding the contact centre.With a strong focus onregulatory decision making,operational planning and stakeholder engagement, the role ensures services are delivered with accuracy, transparency, and a strong client focus.

This is a pivotal executive role that will overseethe development and implementationofservice frameworks, compliance systems, and process improvement initiatives. It will driveoperationalefficiency and capability across teams, fostercross functional collaboration, and ensure the Authority continues to meet its statutory obligations whileenhancingits customer experience model.As a key member of the executive leadership team, the positioncontributes to organisational strategy, risk management, andacultureof responsiveness and excellence.

AboutYou

You are a values-led leader with deep experience inleading contact centres / customer service teams, ideally within theregulatory operations, service delivery, or government administrationenvironments. Youhave worked withincomplex or legislatedsettings,knowing how to strike the rightbalanceincompliance with a focus on service excellence and community outcomes.

Your background may include operational leadership in a statutory authority, regulator, or service organisation where decision-making, governance, and stakeholder engagement are central. You combine strategic and analytical capability with strong interpersonal skills, enabling you to lead change, build capability, and deliver on ambitious service goals.Above all, youare committed to fairness, inclusion, and delivering public value.

Hazel Executive & Boards is pleased to be partnering withPLSAon thisHead of Operations & Service Deliverysearch and appointment process.All direct and third-party applications will beforwardedto Hazel.

Hazel acknowledges the Traditional Custodians of the lands on which we live and work. We pay our respects to Elders past and present.We are committed to fostering equal opportunity and championing diversity, inclusion, belonging, flexibility, and accessibility in all that we do.If yourequireany adjustments in engaging with us or as part of a recruitment process, please let us know so we can support you.

Toreviewthe Briefing Pack or fora confidential discussion, please contactJarrod McLauchlan, Managing Partneron 0407 808 517 or jarrod.mclauchlan@hazelexecutive.com.au

Applications can be made directly via the Hazel Executive & Boards website – www.hazelexecutive.com.au

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