Process Improvement Lead

7 days ago


Melbourne, Victoria, Australia RACV Full time

Overview

RACV is an organization that goes beyond its well-known roadside assistance and insurance services. With a diverse portfolio of travel, leisure experiences, solar energy installations, and subsidiaries across Australia and internationally, RACV serves over 2 million members as the largest member organization in Victoria.

About the Role

The Process Improvement Specialist will be responsible for managing business processes and system improvement initiatives from start to finish. This involves identifying opportunities for process improvements, ensuring proper specification, development, and implementation of product and process development business and functional requirements.

Main Responsibilities

  • Review end-to-end Motoring & Mobility processes to identify areas for redesign and improvement, focusing on efficiency and customer experience.
  • Manage stakeholders throughout the process, including gathering input, obtaining buy-in for changes, and managing stakeholder requirements around implementation timing, support, and training.
  • Conduct cost-benefit analysis, including risk assessments, on proposed improvements and provide recommendations on proceeding.
  • Assist in forming business cases.
  • Analyze proposed changes from other parties affecting motoring and mobility operating systems or processes.
  • Develop business and system requirements for new products and processes and changes to existing ones.
  • Participate in changes to motoring and mobility operating systems, including user acceptance testing and final approval phases.
  • Manage cross-departmental projects and tasks.
  • Liaise with vendors to ensure accurate reflection of requirements in solution design documents.
  • Review Business Requirements, Print Rules, and other supporting documents for accuracy and currency.
  • Complete post-implementation reviews and suggest improvements.
  • Identify and report impacts resulting from process and system changes.
  • Collaborate with frontline stakeholders on staff training material and communications development, review, and approval.

Requirements

  • Minimum two years of business analyst experience.
  • Tertiary qualifications in commerce, business, IT, or a related field.
  • At least two years of project management experience involving multiple stakeholders.
  • Proven experience with process improvement projects.
  • Familiarity with RACV systems and processes, such as Salesforce, SCV, MARS, and Phoenix.


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