Policy and Process Improvement Lead

**About us**

Established in 1840, we are Australia’s first wellbeing company, delivering health, wealth and care services for our members and the community.

As a social enterprise, we’re motivated by our purpose to positively impact the wellbeing of millions. We reinvest profits to deliver products and services sustainably that matter most to our members, customers and the Australian community.

For us, Real Wellbeing encompasses the whole experience of life. It’s about feeling supported in your health, connected with your community and empowered to live life on your terms.

**Your New Role Looks Like This**:
We’re looking for a passionate and experienced Policy and Process Improvement Lead to drive excellence across our Retirement Communities business. This high-impact role is perfect for someone who thrives at strategy, quality, and customer focus.

As the lead for policy and process improvement, you’ll play a pivotal role in designing and delivering clear, consistent, and regulatory-aligned policies, procedures, and governance frameworks that support our strategic goals and deliver real value to both residents and staff.

What you’ll do:

- Develop and implement a policy and procedure framework that drives clarity, consistency, and high-quality outcomes across the business.
- Work hands-on to author and execute key documents that meet regulatory standards and embed best practice governance.
- Implement and coordinate quality assessment and review activities across the Retirement Communities Business
- Collaborate with stakeholders at all levels—from frontline teams to senior leaders—to ensure new policies are understood, adopted, and embedded across operations.
- Translate complex regulatory and operational requirements into practical, easy-to-understand documents that support our customer-centric approach.
- Take a lead role in policy evaluation, design, and continuous improvement, always with a focus on improving resident and worker experience.
- Engage with key stakeholders to build support and momentum for change, ensuring policies and procedures enable better ways of working.
- Support training and communication strategies to ensure new policies are understood and applied consistently.

**About You**:

- A strategic mindset with the ability to think big-picture, while also getting hands-on with writing and execution.
- Excellent stakeholder engagement and influencing skills—you’ll be confident working with senior leaders and operational teams alike.
- A resident-first approach, with a passion for improving outcomes through clear and consistent policy.
- Exceptional written communication skills—you know how to make the complex simple.
- Deep curiosity and a strong understanding (or willingness to build one) of the Retirement Living sector.
- A collaborative and solutions-focused mindset, with the ability to lead through change.

**What’s on Offer**:
You will enjoy a range of great employee benefits and rewards including:

- Competitive salary + bonus program
- Enjoy additional yearly Well-Being and Community leave days
- 14-week paid parental leave, with equal benefit for both parents PLUS our Bump to Baby
- Employee Referral Program
- Employee Assistance Program - support and assistance for you and your partner at those times in life when you need it most
- Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
- Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more
- Available access to LinkedIn Learning courses through our great Learning platform