Continuous Improvement Manager

**What Makes Us, Us**

We want to be the most trusted wellbeing company in Australia, and this means our focus on wellbeing starts with our people. We support our employees' Real Wellbeing so that they can better support our members' and customers' wellbeing journey.

At Australian Unity we're for real wellbeing. For us, real wellbeing means so much more than physical health. It's about your standard of living, your personal relationships and being connected to your community. It's about what you want to achieve in life, while having the security to get out and do what makes you happy.

We're **bold**,** warm** and **honest**. We make a real difference to people's wellbeing.

**Our Opportunity**

Reporting into the EGM, Safety & Quality for the Home Health platform, this critical role is integral in leading & managing Home Health's continuous improvement efforts, ensuring that improvement initiatives are effectively implemented and sustained across all areas of the organisation. This includes managing the continuous improvement plan and ensuring alignment with actions being taken across the AU Group.

**What you will deliver**
- Lead the continuous improvement function, ensuring all improvement items are identified and actions effectively, and in accordance with organisational policies and regulatory requirements
- Establish positive and collaborative relationships with stakeholders to ensure information exchange is ongoing and reciprocal.
- Act as the escalation point for complex or high-risk issues within the function and maintain the continuous improvement register and actions.
- Work with stakeholders and seek their input to identify improvement opportunities as well as identifying improvement opportunities through risk analysis and evidence-based examination of performance.
- Identify new or improved data sources and work with stakeholders to improve the reporting functionality of systems
- Provide coaching and support to operations managers and the broader operations team around the continuous improvement process
- Develop and provide reports within monthly and quarterly reporting timeframes, analysing all relevant data to identify insights, themes, and trends.
- Determine appropriate benchmarks and risk ratings for indicators that allow for accurate performance monitoring.
- Identify, escalate, and manage risks and contribute to predictive risk analysis.
- Role model the aspired Leadership behaviors to source, lead, develop and retain high quality team members aligned to the Australian Unity culture
- Partner and collaborate across functions to deliver on key strategic initiatives and drive customer obsession

**Experience And Capabilities**
- Relevant tertiary qualifications and demonstrated experience leading a successful continuous improvement function
- Demonstrated skills in the development and maintenance of continuous improvement plans and activities
- Experience in customer feedback, managing and analysing customer data and providing insights into customer feedback
- Demonstrable track record of achieving sustained customer service improvement underpinned by evidence-based practice
- Exceptional stakeholder engagement and management, with communication, analytical and problem-solving skills operational leadership
- Strong capability and experience in MS Office, particularly Excel

**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

**Where to from here?