Business Improvement Manager

**Job no**: 518697

**Brand**: Global Supply

**Work type**: Full time, Hybrid

**Location**: Australian Capital Territory, New South Wales, Northern Territory, Queensland, South Australia, Tasmania, Victoria, Western Australia

**Categories**: Operations & Professional Services, Wholesale & Product, Information & Technology

**About the Opportunity**

This role is responsible for ensuring our fulfilment (Ticketing) support is operating at maximum efficiency. This is a unique role that requires a dynamic individual with a combined passion for Air Fulfilment and Process Improvement.

You will collaborate with Product Support leaders to ensure both technical solutions and offshore partners effectively support fulfilment functions, through:

- effective process and solution design
- identifying and implementing automation opportunities
- service level management
- defining business requirements and priorities of new FCTG or industry fulfilment processes

You will be responsible for the day-to-day administration of fulfilment platforms and proactive in identifying and surfacing opportunities for improvement and further automation or offshoring gains.

You will maintain strong relationships with Product support, Offshore partners, Product Management (Technology) and other tech partners provide mechanisms for continuous two-way feedback, allowing for continuous automation improvement and process refinement.

**What you will be doing**:

- Offshore management - translates FCTG requirements to offshore resources, whilst continually monitoring to proactively ensure adequate service levels are maintained
- System Admin and Maintenance - manages configuration, facilitates version release, participates in audits
- Automation management - manages RPA and Chat bots to ensure maximum uptake
- Continuous improvement - proactively seeks opportunity to make process improvements, build on tech or offshore capability
- Make recommendations and challenge the business process to maximise efficiency
- Process design - support brand initiatives through designing and deploying processes which maximise consultant productivity, automation and efficiency
- Project management / Business Analysis
- Communicate regular priority and status updates to relevant stakeholders
- Manage automation levels to ensure maximum uptake
- Manage product system admin
- Work closely with other project roles to design and validate future process solutions
- Identify and communicate risks to the project team and the business
- Participate/Co-ordinate in testing periods and assist with validation of data migration and system configuration
- Work with the change team to articulate and communicate stakeholder impacts
- Provide expertise for the purpose of participating in on-training
- Work with training to review and provide feedback on the training materials
- Work with change specialists and business leaders to champion change and integrate the processes back into the business

**What you will need**:

- Essential_
- Minimum 5 years travel industry experience
- 3 years working in system admin roles or with off-shore partners
- Strong understanding of Air Fulfilment (Ticketing) systems and booking flows
- Strong understanding of GDS Platforms
- Process design and/or business analysis
- Experience with new product development, product delivery, customer/product analysis
- Added Advantage_
- Multi GDS knowledge
- Ticketing knowledge
- Content Load and Distribution
- Understanding of Business Analysis practice
- Senior leadership /experience in an influential role desirable

**Hours**: The business hours are Monday to Friday from 8:30 am to 5:30 pm - plus some outside of standard office hours to service global business partners.

**Location**: The team is based in Brisbane HQ with flexible/interstate HQ options also available.

**What's in it for you**:

- **Culture**:You will be employed by an inclusive company that takes pride in their employees and offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd
- **Development**: individualised Learning & Development pathway options
- **Exclusive Staff Discounts**: accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
- **Travel Discounts**: including family and friends - flights, hotels, tours, cruises, travel insurance
- **Flexibility**: flexible/hybrid options available
- **Brightness of Future**: career opportunities in a network of brands and businesses across the globe - we prefer to promote from within
- **Corporate Health Discounts**: access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to 24/7 internal gym
- **Mental Health**: support and Employee Assistance Program for staff and family
- **Social**: regular awards nights,