Process Improvement Manager

1 week ago

Melbourne, Victoria, Australia McMillan Shakespeare Limited Full time

At McMillan Shakespeare Limited, our purpose is clear: To make a difference to people's lives. Guided by this commitment, we offer tailored solutions to clients and customers across our businesses in Australia and New Zealand.

Our vision is to be your trusted partner, simplifying complexities and turning challenges into opportunities. Our diverse services – from salary packaging and fleet management to disability support – aim to enhance your financial wellbeing and empower your aspirations.

We offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.

The role is a one-year contract that can be conducted from Melbourne, Brisbane, or Adelaide.

Job Description

In your Process Improvement Manager role, you will be responsible for identifying and improving systems, processes, and procedures in the Maxxia Contact Centre. There is also a requirement to contribute and manage projects related to business as usual and new business. This role requires the ability to manage the end-to-end process of project management from scoping and identifying opportunities to ensuring operational readiness.

  • 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.
Required Skills and Qualifications

You will bring:

  • 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.
Benefits

We can offer you:

  • 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.

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