Head of Operations & Service Delivery

About the Portable Long Service Authority

The Portable Long Service Authority (the Authority) is an independent 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.

About the 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 functions including the contact centre. With a strong focus on regulatory 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 oversee the development and implementation of service frameworks, compliance systems, and process improvement initiatives. It will drive operational efficiency and capability across teams, foster cross functional collaboration, and ensure the Authority continues to meet its statutory obligations while enhancing its customer experience model. As a key member of the executive leadership team, the position contributes to organisational strategy, risk management, and a culture of responsiveness and excellence.

About You

You are a values‑led leader with deep experience in leading contact centres / customer service teams, ideally within the regulatory operations, service delivery, or government administration environments. You have worked within complex or legislated settings, knowing how to strike the right balance in compliance with a focus on service excellence and community outcomes.

Hazel Executive & Boards Search

Hazel Executive & Boards is pleased to be partnering with PLSA on this Head of Operations & Service Delivery search and appointment process. All direct and third-party applications will be forwarded to 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 you require any adjustments in engaging with us or as part of a recruitment process, please let us know so we can support you.

To review the Briefing Pack or for a confidential discussion, please contact Jarrod McLauchlan, Managing Partner, on 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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