Continuous Improvement Manager

Marsh; Adelaide; Hybrid; AUD 150,000 - 190,000; Full time

Job summary

Marsh is seeking a Senior Continuous Improvement Manager for our Contact Centre, with a hybrid work arrangement across Melbourne, Adelaide or Sydney. You will lead end-to-end improvement initiatives, act as a subject matter expert, and shape practical solutions to improve customer outcomes and colleague experience.

You will develop future-state processes, engage stakeholders, and drive risk-aware, data-led improvements across the operation, ensuring sustainable change and adoption of new ways of

Qualifications

• Bachelor-level or higher in a business-related field and relevant professional credentials.
• 5+ years’ experience in continuous improvement, business analysis, service design, or operational excellence in a complex environment or call centre.
• Proven ability to analyse data, identify trends, diagnose root causes, and translate findings into practical solutions.
• Strong written and verbal communication skills with experience producing process maps, business requirements, and implementation documentation.

Responsibilities

• Lead end-to-end improvement initiatives across the Contact Centre from problem definition to post-implementation review.
• Act as the contact centre SME to improve processes and technology delivering simpler, more efficient customer experiences.
• Develop future-state processes, requirements, maps, options, risks, dependencies and implementation plans.
• Partner with cross-functional stakeholders to improve customer and colleague experience and support business initiatives.
• Assess risks in current and future-state processes, identify control gaps and implement mitigation actions.
• Support adoption of improvements through stakeholder engagement, training and post-implementation review.

Skills

Continuous improvement

Business analysis

Service design

Operational excellence

Data analysis

Stakeholder engagement

Education

Tertiary education in business

Tools

Lean Six Sigma

Process mapping

Job description

We are seeking a talented individual to join our Contact Centre team. This role will be based in our Melbourne, Adelaide or Sydney office. This is a hybrid role that has a requirement of working at least three days a week in the office.

Continuous Improvement Manager

This is a senior role focused on identifying and delivering improvement opportunities that strengthen customer outcomes, colleague experience and operational performance across the Contact Centre. You will work across the business to shape practical solutions, influence stakeholders and support sustainable change. The role combines business analysis, service design, process improvement and operational risk awareness to improve how the Contact Centre works.

We will count on you to:

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

What you need to have:

• 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 translating findings into practical solutions
• Strong written and verbal communication skills, with experience producing process maps, business requirements, reports and implementation documentation

What makes you stand out:

• Experience engaging stakeholders and influencing outcomes across multiple levels of an organisation
• Demonstrated application of Lean, Six Sigma, service design or comparable improvement methodologies
• Experience assessing operational risk, identifying control weaknesses and supporting practical mitigation actions

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being

About Marsh:

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Applications will only be considered from candidates who have the appropriate approval to work in Australia.

Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencing of employment.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.