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Process Improvement Specialist
2 months ago
This is a one-year contract opportunity to join our team as a Continuous Improvement Lead. You will be responsible for identifying and improving systems, processes, and procedures in our Contact Centre. The role requires the ability to manage the end-to-end process of project management from scoping and identifying opportunities to ensuring operational readiness.
Key Responsibilities- Support the identification of process improvement initiatives and coordinate and manage the implementation of key operational projects.
- Validate proposed operational process/systems changes with key business stakeholders to ensure proposed solutions are aligned to business strategies and objectives.
- Manage completion of all user testing requirements.
- Manage all projects to ensure minimal impact on day-to-day business and ensure the implementation of all changes are managed effectively so customer satisfaction is not impacted.
- Work autonomously to ensure all new products and system changes are managed and implemented into the business.
- Deliver clear communication of project information and support systems to all stakeholders.
- Take ownership for progressing all continuous improvement initiatives to a timely resolution.
- Manage stakeholder engagement and enquiries through effective communication of projects from commencement, during and conclusion summaries of progress and outcomes.
- Manage workflow via the allocation of tasks to ensure targets are achieved.
- Manage escalated and complex compliance queries to effective resolution.
- Maintain a high standard of process and product knowledge.
- Ensure compliance with legislative, regulatory and employer policy requirements including compliance with the Privacy Act, Financial Services Regulatory Authority and the Trade Practices Act.
- Project management or experience.
- Stakeholder management experience and the ability to drive and influence outcomes.
- Demonstrated experience managing cross-functional teams to implement business improvement initiatives.
- Demonstrated experience in improving service from both customer and organisational views.
- A strong people-first culture.
- Flexible/hybrid working to enhance your work/life balance.
- Novated lease benefits and discounts.
- 12 weeks Paid Parental leave and access to our Parents Portal.
- Exempt Employee Share Plan.
- Paid Income Protection Insurance under MMSG default Super plan.
- Access to a broad range of learning and development programs.
- Career break and volunteering leave.
- Access to Employee Assistance Program and annual Flu vaccination.
- Lifestyle Rewards program.
