Process Improvement Lead

2 months ago

Springvale, Australia Southern Metropolitan Cemeteries Trust Full time

About Us

We create extraordinary experiences. We create memories, we take care of our shared heritage. This means careers where we have to innovate and always push for better, and where your perspective is always valued. This is a world where we bring together our love for the natural environment and our care for one another to make a real difference. This is a world where you'll discover something new, every day.
As an organisation, you'll also discover a culture that will challenge your expectations. We're value driven, but also a $60m community based, purpose led organisation that is innovative, modern and leads in our sector. 

The Role

As the Process Improvement Lead, you will drive collaboration and standardization across the CCO portfolio, enhancing process efficiency and governance. Your primary responsibility is managing the process catalog and supporting continuous improvement initiatives to deliver exceptional customer service. By partnering with stakeholders and using process management tools, you will ensure that all procedures are accurately captured, maintained, and aligned with business goals.

Responsibilities

  • Lead the implementation of the SMCT process management framework across the Customer Experience team.
  • Accurately capture and maintain processes in SMCT's online process library.
  • Streamline access to process documentation, enabling informed decision-making.
  • Develop guidelines and templates for process documentation and mapping.
  • Administer and monitor the Process Manager system, generating reports on compliance.
  • Facilitate process workshops with stakeholders to identify improvements.
  • Support the implementation of process changes and maintain governance.
  • Train staff on process mapping methodologies and foster a continuous improvement culture.

About You
We are looking for someone with:

  • Proven experience in business process analysis and continuous improvement.
  • Strong facilitation skills with expertise in process mapping and best practices.
  • Experience with process modeling and repository tools (e.g., Nintex Promapp).
  • Excellent analytical skills and a track record of identifying and implementing process improvements.
  • Strong ability to collaborate with teams and work independently.
  • Experience using collaboration tools like SharePoint, MS Teams, and Visio.
  • Knowledge of Six Sigma or Lean methodologies is desirable.
  • Experience in customer journey mapping and working closely with Customer Experience teams.

What's on offer?

We offer a fulfilling career with exceptional personal and professional growth opportunities, along with a comprehensive range of benefits:

  • Access to Leadership and Development Programs to foster professional growth and advancement.
  • Employee Health, Wellbeing and Assistance Programs including complimentary onsite osteopath services.
  • A supportive and people-centric culture within a purpose-driven organisation.
  • Flexible working arrangements.
  • Immediate access to unpaid parental leave and a short waiting period of only three months for paid parental leave, applicable to both full-time and part-time employees.
  • The opportunity to purchase additional annual leave.
  • Discounts available at our employee café and onsite florists.

SMCT is an equal opportunity employer, a Diversity Council Australia Member, a member of the Australian Disability Network and are proudly endorsed by WORK180, in our ongoing commitment to raising workplace standards for all.

We care for our colleagues and the community we serve. To protect one another, it is a requirement that all successful candidates complete background checks.

If you have any access requirements which restrict you from fully participating in our recruitment process, please contact recruitment@smct.org.au so that we can discuss necessary adjustments.

For more information on Southern Metropolitan Cemeteries Trust, please visit our website: www.smct.org.au.

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