Service Improvement Manager

2 weeks ago

Sydney, New South Wales, Australia Mission Australia Full time
Salary $136k + Super + Salary Packaging Benefit

  • Full Time, Permanent
  • Location: Sydney, NSW 2000 (Hybrid)
  • Make a meaningful difference to the lives of Australians in need
Life at Mission Australia


When you join the team at Mission Australia, you become part of a community who are determined to end homelessness and ensure people in need can thrive.

United by our Christian purpose and values, we stand together with anyone who needs us, for as long as they need us.

Find out more

about us

and

our purpose

Your Opportunity

This role is responsible for leading operational service improvement within the Housing Operations.

The primary focus of the role is to support operational teams to provide best practice, map workflows, identify opportunities, redesign services, and simplify processes.

A business improvement mindset and striving towards excellence is crucial.

To be successful in this role adopting a co-design & co-creation mindset is important, this involves engaging with front-line teams and customers.


Your key responsibilities will be to:

  • A structured and planned approach to focusing on NEW ways of doing things, whilst focusing on continual review and documentation of existing practices.
  • Analyse existing workflows, policies and procedures to identify issues and provide recommendations.
  • Conduct thorough research to understand user needs, workflows, and potential pain points.
  • Utilising datadriven insights to assess service performance, identify trends, and generate actionable recommendations.
  • A proactive & curious approach to problem solving by analysing underlying issues in complex problems, communicating the issues and solutions in a simply and accessible way tailored to the audience.
  • Review existing housing policies (internally & externally) and identify new processes to be developed and implemented.
  • Together with the Operations systems manager, ensure all systems processes, align to written documentation.
  • Collaborate with internal and external stakeholders and build respectful relationships.
  • Follow an integrated Service Delivery approach with MA.
Requirements for Success

  • Familiarity with housingrelated legislation and regulations (must have)
  • Proven experience in housing policy research and writing (desirable)
  • Bachelor's degree in relevant field business, public policy, communication, or technical writing (desirable)
  • Exceptional writing and editing skills with an emphasis on clarity and simplicity.
  • Strong attention to detail and the ability to organise and present information logically.
  • Proficiency in documentation tools such as Adobe InDesign, Microsoft Word, or similar.
  • Ability to work collaboratively in a fastpaced, dynamic environment.
  • Familiarity with project management and version control tools.
  • Technical aptitude to quickly understand and document complex systems.
  • Detailoriented and capable of producing highquality, errorfree documents
Before starting work with us, you will need to undertake a national police history check, qualifications, and referee checks.

Our culture


Our innovative and inclusive culture will ensure you feel valued at Mission Australia as you help Australians in need and develop in your career.

We're committed to the safety and wellbeing of each other and the people we serve. We recognise and respect diversity.

So, whoever you are, if you're skilled and actively support our purpose and values, you would be welcome at Mission Australia.

Find out more about a

career with Mission Australia

Your benefits

  • Rewarding work every day you know you're making a real difference
  • Notforprofit salary packaging, reducing your tax (details via
  • AccessPay)
  • Free external, confidential counselling and access to
- chaplaincy support

  • Volunteering opportunities
  • Extra leave available including an additional public holiday, additional annual leave day on your work anniversary and the opportunity to purchase further annual leave.
How to apply

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