Business Improvement Manager

9 hours ago

Padstow, Australia O'Brien Glass Industries Limited Full time

Are you wanting to work for an organisation that values their people, invests in communities and has a commitment to our environment? Do you share a passion for maintaining a continual focus on Making a Difference with Real Care to customers and employees? If this sounds like you, then we have your next opportunity.- O’Brien® _is an iconic brand and are dedicated to delivering quality and expertise in everything we do for our customers, whether it be glazing, vehicle glass repair and replacement and electrical and plumbing.

Based in Padstow, we are looking for a Business Improvement Lead to join our national contact centre team.

You will be responsible for driving best practice in key operational areas, including Induction & Training of our new recruits, Customer Delight, Quality management and Process Improvement.

In this role you will be able to maintain our unique offerings to our customers and key accounts through continuous improvement across process, systems, customer, financials and most importantly, our people.

**About the role**:

- Develop strategy and maintain the induction and training framework to ensure quality outcome for our customers.
- Ensure compliance and create an effective framework for quality performance between service centre and customers.
- Collaborate with cross-functional teams to design.
- Implement improvement initiatives that optimise centre/network efficiency and utilisation.
- Develop and implement performance metrics to measure the effectiveness of improvements.
- Collaborate with stakeholders and facilitate workshops to ensure alignment of improvement initiatives to address specific challenges and develop practical solutions against quality strategic objectives.

**About you**:

- Experience in a Fast-Paced Customer Solutions environment, with proven performance in achieving targets.
- Ability to review, update and maintain policies and procedures in line with continual improvement initiatives.
- A relationship builder and maintainer, working collaboratively with stakeholders and the ability to strive for team excellence.
- High level of organisational & time management skills with the ability to prioritise conflicting tasks.
- Energetic, results driven and with an enthusiastic approach.
- Strong administrative skills including attention to detail and accuracy.
- Flexible and with the ability to operate in a dynamic and changing environment
- Proficient in the use of MS Office.

**Benefits**:

- **Hybrid Working**:Once fully trained, opportunity to work hybrid.
- **Padstow Location with free onsite parking.**:

- **Staff Discount**:Receive discount on products & services.
- **Wellness Program**:Access to our Employee Assistance Program.
- **Employee Rewards**:Employee rewards and exclusive discounts across thousands of retailers.
- **Community Support**:Ability to support your favourite charities and community, including a paid volunteer day each year.
- **Leadership Development**:Online and facilitated training programs to support your growth and development.At **O'Brien®**, we put our customer at the heart of everything that we do, serving more than 360,000 Customers each year, 24 hours a day, 7 days a week, 365 days a year. O'Brien is also part of **Belron**®**, worldwide leader in vehicle glass repair, replacement and recalibration services, operating in 40 countries across 6 continents

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