Business Improvement Lead

Employment Type: Permanent full time

Location: Oakleigh, VIC

Upload with Application: Resume, cover letter, and all relevant qualifications

Contact: - Tammy Ridgway

Where there's life, there's Mercy.

Where there's care, there's You.

Through the battles and the breakthroughs, we're there. Where will you be?

For over a century, our incredible teams have provided care for people when they need it most. Our people feel great pride in this, and they value the security and stability we offer. But it also means so much opportunity - to build on all that's gone before, to grow your impact and gain experience that's hard to find elsewhere.

As a for-purpose organisation with over 10,000 dedicated, compassionate people, we continue to offer more services and deeper care than ever before. With Mercy, you'll have the chance to make an impact and gain experience that's hard to find elsewhere.

At Mercy Health, it's all about taking what we have and making it better.

To do that, we need you.

Join us at Mercy Health, and help our teams deliver even greater outcomes.

About the opportunity

The Business Improvement Lead is instrumental in enhancing client service delivery across the organisation's aged care streams, including Home Care, Retirement Living, and Residential Aged Care. This role leads strategic and operational improvements focused on client acquisition, retention, and service experience.

At its core, the position drives the design and implementation of robust SOPs, policies, and procedures that support scalable, high-quality client engagement frameworks. Through extensive collaboration across vertical and horizontal stakeholder groups-spanning service stream leads, systems managers, billing and collections, and project teams-the Business Improvement Lead scopes, develops, and executes targeted initiatives that optimise outcomes.

These initiatives are aimed at improving acquisition efficiency, strengthening client loyalty, and unlocking new revenue opportunities by creating service models that prioritise choice, flexibility, and alignment with evolving customer needs.

By working cross-functionally, the Business Improvement Lead actively identifies service gaps, streamlines processes, ensures compliance, and promotes a culture of continuous improvement and best-practice delivery across all stages of the client journey.

What you'll bring

You're resilient, compassionate and have a whole lot of heart. Most importantly, you are committed to delivering exceptional patient-centred care.

To thrive in this role, you will have:

• Proven experience in leading strategic and operational service improvements
• Deep knowledge of aged care service delivery across Home Care, Retirement Living, and Residential Aged Care
• Strong understanding of aged care fees, subsidies, and legislative requirements
• Expertise in designing and implementing scalable SOPs, policies, and client engagement frameworks
• Exceptional stakeholder engagement and cross-functional collaboration skills
• A data-driven mindset with the ability to identify service gaps and drive continuous improvement
• Commercial acumen to unlock growth opportunities and enhance client outcomes through flexible, customer-focused service models

This blend of strategic thinking, operational excellence, and aged care expertise will be key to elevating service delivery and supporting Mercy Health's growth.

You will also be required to provide evidence of, or in the process of obtaining:

• A current Police Record Check
• A valid drivers license
• Proof of current influenza vaccination and other vaccination status consistent with public health orders.

Ready to help us shape the future of healthcare?

Join us and make a meaningful difference in people's lives - and your career.

Are you ready to apply for this role? Click Apply now

Please contact us if you would like to find out more or communicate any requirements to ensure we provide you with a fair and equitable interview and selection process.

We acknowledge the Wurundjeri Woi-wurrung peoples, traditional Custodians of the Land in which our Head Office is based, on traditional lands of the Kulin Nation and recognise their deep connections to the land, sea, and culture.

We extend this acknowledgment to the many Traditional Lands that we operate across Australia and pay our respects to Elders past and present.

The team at Mercy Health is as wonderfully diverse as the patients, residents, clients and communities we support. We're proud to be recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). Mercy Health strongly encourages applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, sexualities, genders, abilities and cultural backgrounds.