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Business Process Improvement and Compliance Specialist

1 month ago

Sydney, New South Wales, Australia Invocare Full time

InvoCare is a leading provider of funeral services, cemeteries, and crematoria across Australia, New Zealand, and Singapore.

With over 100 years of experience, we support families through life's most difficult times with compassion and professionalism. Our CARES values allow employees to do their best work.

About the role:

InvoCare is building a consolidated business oversight function in the Office of Protocols and Professional Standards, encompassing three operational business units: Australian Funerals, Cemetery and Crematorium, and Pet Crematorium.

The Senior Protocols and Professional Standards Auditor will work closely with functional leaders to establish ways of working for the current and future team to conduct business process and service delivery related audit and quality review processes.

This role will be based in the National Support Office and has a national focus with a combination of on-site and desktop review activities, together with participation in working groups to provide guidance around development of best practice driven business process and protocols standardisation.

Key Responsibilities:

  • Assist functional leaders in developing frameworks and audit processes
  • Be the key advisor on operational and regulatory risk, policy compliance, gap analysis, and continual business process improvement
  • Ensure operation of the AU Funerals National Accreditation Program and NSW Cemetery and Crematoria Licensing conditions
  • Ensure adherence to the Cremated Remains Policy
  • Delivery of customer service standards
  • Uphold general business standards adherence together with facilities and equipment design

The role involves regular visual and limited physical contact with the deceased (human and animal) and funeral operations for identification compliance audit purposes.

The role will also involve regular travel, both locally and interstate, and this is an on-site role in the National Support Office in between field activities.

The National Support Office is currently located in North Sydney, NSW with a relocation to Rhodes-Parramatta corridor planned for early 2025.

Requirements:

  • Demonstrate ease working with the deceased including identification and preparatory services audits
  • Assist the Head of Protocols and Professional Standards in developing framework components
  • Collaborate in the development of internal Audit processes, documentation, and follow-up practices
  • Identify and promote areas of ongoing improvement and efficiencies
  • Collaborate with Finance Business Assurance team on risk assessment
  • Contribute to the review and evolution of frameworks in response to changing industry and regulatory landscape
  • Effective written and verbal communication skills
  • Ability to collaborate with a wide variety of stakeholders
  • Exceptional rapport building and influencing skills to effect change

We offer a competitive salary range of $120,000 - $150,000 per annum and opportunities for personal and professional growth.