Process Improvement Specialist

5 days ago

Sydney, New South Wales, Australia NGS Super Full time

About Us

NGS Super is an Award-Winning, National Public Offer Industry Fund Focused on the Education and Community Sectors.

We Are Committed to Providing Exceptional Member-Oriented Service and Ensuring Our Members' Best Financial Interest.

The Role

This Permanent, Full-Time Role Delivers Personalised Service and Operational Efficiency by Ensuring Full Delivery of NGS's Administration Supplier Agreement and Identifying and Executing Improvements Based on Stakeholder Feedback and Analysis.

The Role Utilises Stakeholder Feedback and Analysis to Operate a Continuous Improvement Model that Delivers Tangible, Measurable Benefits that Support Optimal Member Outcomes.

Main Focus Areas Include:

  1. Reviewing and Managing Service Standards Including Monthly and Other Administration Reports, Identifying Gaps and Errors, and Implementing Solutions as Appropriate.
  2. Developing and Delivering Service Improvement Activity Across the Business Using Process Improvement Methodologies and the Application of Innovative Thinking.
  3. Identifying and Resolving Opportunities in Process Management, Business Rules Management, and Supplier Management.
  4. Leading or Supporting Supplier Management Including Analysis and Action of Supplier Performance Reports.
  5. Leading or Supporting the Case Management of Escalated Member Queries.
  6. Taking Ownership of Change Initiatives from Identification Through to Delivery and Post-Implementation Reviews.

You Will Have

A Strong Background in Analytical, Project and Product Management Skills, Including How to Interpret Business Needs and Translate Them into Operational Requirements.

Proven Stakeholder Management Experience Including Partnering with Key Business Units to Source, Develop and Implement Change.

Excellent Verbal and Written Communication Skills.

Experience Designing Remediation Plans to Address Customer Experience and Efficiency Opportunities with a Track Record of Following Through to Closure.

Demonstrable Experience in Implementing and Embedding Change Including the Engagement of Internal and External Stakeholders and Delivery of Training/Workshops.

A Passion for Exceptional Member-Oriented Service and Ensuring Members' Best Financial Interest.

Knowledge and/or Experience Utilising Process Improvement Methodologies.

Demonstrated Hands-On Change Experience (e.g. Project Delivery) Including Conceptual Design Stage, Development, Testing, and Post-Implementation.

Knowledge and/or Experience of Administration within Superannuation.

We Offer a Diverse Range of Benefits Including Leave Outside of Legislative Requirements and an Attractive Remuneration Package.

Please Submit Your Updated CV if You Are Interested in This Opportunity.

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