Process Improvement Manager

Join CBHS as a Process Improvement Manager and drive excellence across our business.

Are you passionate about driving operational efficiency and fostering a culture of continuous improvement? CBHS is seeking an experienced and visionary Process Improvement Manager to join our dynamic team. In this pivotal role, you will champion process excellence across the organisation, enhancing member experience and enabling strategic success.

About the Role

As the Process Improvement Manager, you will be responsible for developing, executing, and overseeing our Process Improvement Framework. Reporting to the Head of Experience and Transformation, you will lead Process Specialists and collaborate closely with the Continuous Improvement Manager, CBHS Senior Leadership Team, and a variety of internal stakeholders including Member Delivery, Member Solutions, Information Services, and Risk and Compliance.

Key Responsibilities

• Lead the ongoing development and execution of CBHS's Process Improvement Framework and documentation of key business processes.

• Administer the Business Process Management Platform (Prime BPM) as the central repository for operational processes and work instructions (SOPs).

• Evaluate existing practices with process owners and SMEs to identify optimisation opportunities, standardise processes, increase productivity, reduce costs and support CBHS strategy.

• Apply methodologies such as Lean, Six Sigma, and Kaizen to streamline operations, eliminate waste, and optimise resources.

• Ensure process improvement initiatives are member-centric, aligning improvements to member requirements and expectations.

• Oversee creation and maintenance of detailed process documentation, workflows, SOPs, and performance metrics, with regular reviews for continuous improvement.

• Support process mapping, standardisation, and risk reduction activities.

• Conduct cost/benefit and risk analysis to prioritise process documentation and improvement projects.

• Develop and deliver ongoing training in Prime BPM to business users.

• Lead stakeholder workshops, engage with key stakeholders across all levels, and foster a culture of collaboration and buy-in.

Skills & Experience

Essential

• Relevant tertiary qualifications in business or related discipline.

• Proven track record of leading successful process improvement initiatives.

• 5+ years demonstrated experience in a process improvement related discipline.

• Familiarity with process mapping, analysis tools, business process management software, and performance metric tracking systems.

• Excellent written and verbal communication and presentation skills, with ability to convey complex information to diverse audiences.

• Exceptional analytical and problem-solving skills.

• Strong leadership and relationship building abilities.

Desirable

• Qualifications/experience in Process Improvement, Lean, Six Sigma, Kaizen, Quality Management, Operational Excellence, Business Analysis, Project Management or similar.

• Deep understanding of Private Health Insurance products, policies, fund rules, and industry regulations.

• Proficiency with process improvement methodologies and change management practices.

Why Join CBHS?

• Opportunity to make a significant impact across the organisation.

• Collaborative and supportive workplace culture.

• Work with a dedicated team committed to improving the employee and member experience

• Professional development and career growth opportunities.

Ready to lead change and drive process improvement at CBHS? Apply now and help shape the future of our organisation

Please note, only shortlisted candidates will be contacted.

During the selection process, candidates will be required to undergo additional background checks including verification of experience and qualifications in determining their suitability for the role. Successful candidates will also need to agree to undergo a National Police Check