Business Improvement Consultant

**THIS ROLE IS ONLY AVAILABLE TO EXISTING HCF EMPLOYEES**

**About the role**

Reporting to the Retail Operations Manager, the Business Improvement Consultant is a key resource to support the branches and call center sales teams in identifying and implementing process and business improvement opportunities to enable optimal services to be delivered to our members, improve the effectiveness and impact of services and improve overall operational efficiency within our Call Centre sales and branch teams.

Initially focusing on BAU improvements, this role is key in developing, implementing and supporting end to end business process related initiatives as well as transformational activities in the future.
- Developing and maintaining user documentation for Knowledge Management and all technical writing.
- Facilitate and lead change management and communication to the Branch Network on all risk, system and operational areas of improvements, enhancements and fund-wide projects.
- Subject Matter Expert (SME) and User Access Testing (UAT) for projects with impacting the Branch Network & Call Centre Sales.
- System specialist for new operating platforms, eg. Salesforce, New Health.
- Review and provide recommendations on policy, procedural and member related information, process improvements and communications.
- Lead & assist with projects and other intra-team initiatives to support the Branch Network & Call Centre Sales teams.
- Identify and implement process and business improvement opportunities on business as usual (BAU) initiatives as well as transformation projects.

This role is highly interactive and liaises across Head Office and the Branch Network

**Key responsibilities include**:

- Researching, reviewing and analyzing “current state” processes and developing optimized “future state” processes that will meet key strategic initiatives
- Ensuring cross-functionality impacts are identified across the business and included into future solutions
- Influencing the Branch Network management teams in the aspects of process improvement change
- Assisting with the formulation of business cases for major change initiatives
- Champion and deploy business and process improvement methodologies and toolsets as required
- Facilitating workshops in defining process changes and end state processes
- Work collaboratively across teams by engaging with key stakeholders and frontline staff
- Documenting and presenting solution outcomes to the Manager, Retail Operations with an aim of improving member experience and productivity levels
- Manage business process improvement initiatives/projects to an agreed project plan
- Ensure risks and issues are identified and communicated to the Manager, Retail Operations
- Communicate effectively with impacted staff and stakeholders
- Provide direction, empower, motivate and develop others in order to achieve business unit, group and organizational goals
- Foster a partnership approach to working with the other teams across the organisation and key business stakeholders

**About you**:

- Strong knowledge of Branch Network systems and processes
- Strong Microsoft office skills, including Excel, Word and PowerPoint
- Proven analytical, problem solving and reporting capabilities
- Prior experience in dealing with various stakeholders
- Self-motivated with strong teamwork skills
- Ability to operate effectively in a dynamic business environment and in areas where substantial change is required
- Previous experience managing team members
- Excellent interpersonal and communication skills with ability to recommend and influence decisions
- Self-motivated with strong teamwork skills, focus on building strong internal and external business relationships
- Ability to operate effectively in a dynamic business environment and in areas where substantial change is required

**Culture & Benefits**

Working in the health insurance industry, we know how important it is to prioritise the wellbeing of our own people. We want to provide you with the skills and tools you need to support your own wellbeing journey, so that you can be at your best. This includes:

- 50% discount on HCF Hospital and Extras Insurance from day one Plus discounts on other HCF products, such as pet and travel insurance
- 18 weeks Parental Leave from your first day
- Learning and development programs - both internal opportunities and external training budget
- Mental Health Programs and Health and Wellbeing Initiatives