Business Improvement Manager

About the Opportunity

This is a unique role that requires a dynamic individual with a combined passion for Air Fulfilment, Content Distribution and Process Improvement.

You will collaborate with key stakeholders across Flight Centre Travel Group (FCTG) Supply and our partners, to identify areas within our business where processes, operations, or strategies can be enhanced to improve efficiency, productivity, and overall performance. You will analyse existing workflows, gather data, and collaborate with stakeholders to identify opportunities for improvement.

Business Improvement Managers develop and implement strategies, initiatives, and programs to address these opportunities, aiming to optimise resources, reduce costs, and increase profitability. They also monitor and evaluate the impact of their initiatives, adjusting strategies as needed to ensure continuous improvement.

Your goal is to drive positive change and foster a culture of innovation and excellence within our fulfillment and content distribution functions.

This role can be based in all AU/NZ cities with a FCTG head office for a period of 12 months to cover parental leave.

What you will be doing:

• Offshore management – Relationship and resource management and proactively monitoring performance and SLAs. Responsible for the continuous Improvement of business and operational processes within Air Systems team, including our offshore partners.
• System Admin & Maintenance - facilitate and may participate in testing of systems and release management. Automation management - manages RPA (Robotics Process Automation) & Chat bots to ensure maximum uptake
• Designing and deploying systems or processes which maximise consultant productivity, automation, and efficiency across the business, including our offshore partners
• May lead small to medium sized projects using project methodologies
• May also be involved in large projects or programs of work as a team member
• Communicate regular priority and status updates to relevant stakeholders
• Work with subject matter experts, technical specialists to effectively transition new work to offshore partners
• Analyse, validate and document current and future state requirements and processes
• Identification and communication of risk and issues
• 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), content distribution systems and booking flows
• Experience with new product development, product delivery, customer/product analysis
• Process design and/or business analysis

 Added Advantage

• Multi GDS knowledge
• Project management experience using methodologies and practices
• 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 reasonable outside of standard office hours to service global business partners

Location: The role can be based in all AU/NZ locations with FCTG HQ's.

What you'll Enjoy:

Culture: you will be employed by an inclusive company that 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 Lt

Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply. This includes Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability, regardless of age, race, gender, gender identity or expression, sexual orientation, or veteran status 

Development: Access to 'LinkedIn Learning' for ongoing skills development - over 24,500 courses in over 20 languages

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 and more

Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within  

Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA

Mental Health: Support and Employee Assistance Program for staff and family

Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Los Angeles 2025, Bangkok

 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave

Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment

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Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.