Service Improvement Analyst

**The Role
Join the Service Improvement Team in a newly created role based at either Kawana or North Lakes. As our new Service Improvement Analyst, you will be accountable for analysing a variety of data, KPI results, feedback and process maps to identify and maintain a pipeline of process improvements across our department. Working closely with our stakeholders will be key in identifying key business drivers, processes, priorities and potential areas for improvement.

**Position Accountabilities
- Analyse a variety of data and processes and identify substandard processes impacting the delivery of Service goals and objectives
- Provide insight that can be developed and used by stakeholder groups to prioritise change activities
- Determine business requirements, develop and implement projects that resolve issues and improve business performance and outcomes
- Influence key stakeholders across the business to deliver improvements quickly and effectively as well as
- Prepare communications and presentations to update the leadership team and relevant stakeholders
- Facilitate workshops and concept discussions that help to identify the root causes of issues
- Continue to develop relevant professional skills and assist others in their development where requested
- Perform other reasonable and relevant activities in line with the role as requested from time to time to meet operational requirements
- Can interpret data, and identify gaps and information sets to present data in a meaningful way
- Summaries information clearly and succinctly for others and considers the complexity of the message in deciding the best medium for engaging and communicating with stakeholders
- Identifies root causes and risks when uncovering and documenting complex and critical problems Has a high understanding of regulatory risk and operational risk to ensure key metrics are considered when unpacking and reviewing information

**Knowledge and Experience:
- 2 years’ experience in a relevant discipline (Business Analyst) or relevant industry experience
- An understanding of the General Insurance industry would be preferred
- Formal Business Analysis qualification desirable A real passion for customer service with a hands-on, team-focused attitude, the ability to learn new systems quickly, the experience of working to deadlines in a change-driven environment

**Our Perks
- **Location **- Our North Lakes and Kawana sites are close to amenities, have secure free parking and access to transport.
- **Extra leave**:

- Enjoy additional leave days on us You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
- **Paid parental leave**:

- We support our new parents with paid parental leave and other benefits.
- **Workplace giving**:

- If you’re passionate about a cause, then we are too - we offer workplace giving and we’ll dollar match your donations to registered charities.
- **Development opportunities**:

- We’re championing your development with internal programs and access to a wide range of online courses.
- **Employee discounts**:

- You’ll receive discounts on Budget Direct insurance products.
- **Reward and recognition**:

- We reward high performance with employee recognition, reward and incentive schemes.
- **Onsite facilities **- There are excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- **Get social**:

- Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.**Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.