Angelique Jackson

Governance of a Council-Controlled Organisation (CCO) owned by Hutt City Council, focused on delivering affordable and sustainable housing developments and property management services. Contributing to strategic direction, risk oversight, and community outcomes in alignment with council priorities. Chair of the Tenancy Subcommittee.

Governance of a leading aged care provider offering rest home, hospital, dementia, and palliative care to over 150 residents. Contributing to strategic oversight, property development, and culturally responsive care through membership of the Property and Cultural Safety Committees.

Established and led a new Community Housing Provider, transitioning services from Wellington City Council. Grew the organisation’s reputation as a trusted provider for over 3,000 tenants in 1,700 homes, with a strong equity and wellbeing focus.

Key Achievements and Responsibilities:

• Exceeded performance expectations by meeting all KPIs and delivering the first year under budget.
• Led organisational design and strategic planning for separation from council.
• Lifted tenant satisfaction to 94% while improving service delivery outcomes.
• Managed a $30m annual budget while driving cost efficiency.
• Strengthened partnerships with mana whenua to embed Te Tiriti led frameworks.
• Built a collaborative, high-performing team with a 90 NPS staff engagement score.
• Member of multi-agency panels focused on sector-wide initiatives and partnerships.

Led Wellington’s City Housing business unit, overseeing tenancy operations, service development, capital works, and maintenance across 1,900 properties housing more than 3,000 tenants. Managed a $30M annual budget and a $800M asset portfolio. Played a pivotal role in transitioning housing operations to a new Community Housing Provider.

Key Achievements and Responsibilities:

• Directed operational and strategic delivery across four integrated teams, ensuring high-quality services for tenants and staff.
• Managed a $30m cost centre and consistently met housing KPI’s aligned with council’s annual and long-term plans.
• Oversaw planning and execution of major capital programmes.
• Successfully led covid-19 response across the housing portfolio, ensuring continuity of care and tenant wellbeing.
• Led robust stakeholder engagement, including with tenants, elected members, and community groups.

Led a multidisciplinary service delivery team coordinating restorative-focused care for ACC clients nationwide. Managed two major contracts: the Integrated Home and Community Support (IHCS) contract through a network of 18 providers, and the Integrated Service for Sensitive Claims (ISSC) contract across 70 providers.

Key Achievements and Responsibilities:

• Seconded into the Solora Business Director role for six months, providing executive-level oversight during a critical period of growth and change.
• Established a national 0800 COVID-19 helpline within 72 hours to support health workers in Managed Isolation Facilities (MIQ).
• Provided day-to-day leadership of a high-performing service delivery team, fostering a collaborative, client-centred culture.
• Led strategic stakeholder engagement, representing Solora at sector forums, roadshows, and cross-agency meetings.
• Contributed to business planning, budget development, and operational improvements to drive efficiency and service quality.

Led operations for Wellington’s metropolitan rail network, managing over 300 staff across train crews and frontline operations. Oversaw the delivery of 2,200 weekly services, safely transporting up to 40,000 passengers daily.

Key Achievements and Responsibilities:

• Led day-to-day operational performance, workforce management, and service delivery.
• Investigated operational incidents and implemented system-level improvements.
• Identified and delivered process and performance enhancements across service areas.
• Played a lead role in major change initiatives, including union consultation and workforce restructuring.
• Contributed to cross-functional project teams focused on innovation and service excellence.

Held four progressively senior roles across ACC, including Customer Team Leader, Team Manager, Support & Specialist Services Manager, and Manager – Initial Engagement & Child and Adolescent Services. Provided strategic and operational leadership across high-impact service areas, including sensitive claims and trauma-informed care.

Key Achievements and Responsibilities:

• Led teams delivering services to over 10,000 Sensitive Claims clients.
• Championed a multi-agency, whānau-centred approach to service delivery, supporting better outcomes for survivors of trauma.
• Led complex case management and coordinated specialist services across health, justice, and social sectors.
• Strengthened staff capability and wellbeing through inclusive leadership and clear performance frameworks.
• Contributed to system improvements and innovation within sensitive and high-needs client environments.

Led national customer operations for Ausfit, the direct debit billing and software provider for Anytime Fitness, then the world’s largest fitness franchise. Established and managed the national contact centre, supporting rapid network growth and high-volume service delivery.

Key Achievements and Responsibilities:

• Set up and operationalised a national contact centre to support member services and club operations.
• Successfully supported the launch of over 250 Anytime Fitness clubs across Australia within two years.
• Developed systems and processes to ensure seamless onboarding, billing, and customer support.
• Played a key role in scaling operations during a period of exponential franchise growth.