Business Improvement Manager

Business Improvement Manager

If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.

For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

**Help people create their tomorrow, while you create yours**

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

**How you'll make an impact**

AMP Bank is a growing retail bank, with a focus on providing retail deposit accounts, residential mortgage products and services and other consumer value add services that support and complement AMP's businesses. The Bank distributes direct to retail customers and through Brokers and Planners.

The Business Improvement Manager will work in partnership with process owners to deliver continuous improvement for end-to-end business processes. They are directly responsible for process efficiency gains along with improvement in the end-to-end customer experience and employee experience measures of the business.

You'll make an impact by:

- Change governance and process ownership for an end-to-end customer experience.
- Monitoring of all customer experience and employee process metrics to proactively identify opportunities for improvement throughout the year.
- Work cross functionally to ensure that objectives of the business are delivered on time and to budget and that stated benefits are achieved.
- In conjunction with relevant stakeholder's, design relevant processes to support new change initiatives. Lead the implementation of change working closely with Customer Experience and Change managers using change governance procedures.
- Support change prioritisation, resourcing and stakeholder needs, carry out risk assessments, prepare and monitor project plans, training, quality and MOS changes to deliver change.
- To coach and to excel in agile ways of working, development and delivery.
- Ensure appropriate governance protocols and change procedures are completed both through the change process and post the change implementation.
- Assist in the management of incident items as they arise, including process and customer remediation, resource requirements and recruitment along with training and daily monitoring of completion.

**What you will bring to the team**
- 5+ years' experience in a Banking and Finance people leader or change management consulting function.
- Proven leadership and change exposure in risk environments, with experience in the design of key risk controls through to monitoring and maintenance of the implemented controls.
- A strong change leadership experience, driving efficiencies for better outcomes
- Extensive Voice of the Customer and Customer Experience knowledge, to assist in building change stories and relating process activities back to Bank Ops strategy.
- Proven ability in leadership in decision making skills, with the ability to influence peers and key stakeholders.
- An enquiring mind with a keen interest to investigate inefficiencies for root cause analysis
- Experience in developing process maps and helping stakeholders to navigate through them
- Comfortable with data analysis, employing suitable tools to prepare reports (previous BA experience is advantageous)
- A Proficient facilitator with strong experience in conducting training to various audiences Experience and evidence to demonstrate the ability to plan, prioritise and execute work efficiently and effectively from end to end

**You'll thrive here if...**

If you can adapt from BAU to the ambiguous with ease, you'll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you'll be expected to jump in and deliver across a variety of areas. Meaning, you'll be closer to the action and executive decisions that influence where we go next.

If you're someone that can hold their own, you'll find AMP quite liberating.

**Why we think you'll love working at AMP**

Doing what we've always done is not an option, so your clever ideas will get airtime here. You'll be encouraged to speak up and try new things. If they don't work, we move on - better for it.

We know there's no one way of doing things. So, you won't have to sacrifice who you are or how you work to fit in here. We're inclusive and flexible in many of the ways you'd expect. And in some of the ways you wouldn't. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, en