Continuous Improvement Manager

About the role

Marsh is seeking a Continuous Improvement Manager to join its Contact Centre team, based in the Melbourne, Adelaide or Sydney office. This is a hybrid role with at least three days a week in the office. The role identifies and delivers improvement opportunities that strengthen customer outcomes, colleague experience and operational performance, combining business analysis, service design, process improvement and operational risk awareness.

Key responsibilities

• Lead end-to-end improvement initiatives, from problem definition and analysis through design, implementation and post-implementation review.
• Act as the Contact Centre subject matter expert to improve processes and technology solutions for simpler, more efficient and consistent customer experiences.
• Develop future-state processes, business requirements, process maps, solution options, risks, dependencies and implementation plans.
• Partner with cross-functional stakeholders to improve customer and colleague experience and support business initiatives affecting the Contact Centre.
• Assess risks in current and future-state processes, identify control gaps and work with stakeholders on practical mitigation actions.
• Support adoption of improvements through stakeholder engagement, communication, training and post-implementation review.

Required profile

• Tertiary education in a business-related field.
• At least 5 years' experience in continuous improvement, business analysis, service design, operational excellence or a similar discipline in a complex business or call centre environment.
• Demonstrated experience analysing data, identifying trends, diagnosing root causes and turning findings into practical solutions.
• Strong written and verbal communication skills, with experience producing process maps, business requirements, reports and implementation documentation.
• Applications are only considered from candidates approved to work in Australia, who must complete a criminal and bankruptcy check before starting.

Required skills

• Lean, Six Sigma, service design or comparable improvement methodologies (a strong advantage).
• Stakeholder engagement and influence across multiple levels of an organisation (a strong advantage).
• Operational risk assessment, identification of control weaknesses and mitigation actions (a strong advantage).

What we offer

• Professional development opportunities, interesting work and supportive leaders.
• A vibrant, inclusive culture and a range of career opportunities.
• Benefits and rewards to support well-being.