Senior Continuous Improvement Lead — Contact Center

Marsh; Sydney; Hybride; AUD 140 000 - 180 000; Plein temps

Avantages offerts par ce poste

Hybrid work arrangement

Professional development opportunities

Inclusive culture

Résumé du poste

Marsh is seeking a Continuous Improvement Manager to lead end-to-end improvement initiatives within our Contact Centre. This senior role focuses on strengthening customer outcomes, colleague experience and operational performance across the Contact Centre, combining business analysis, service design and process improvement.

Based in Melbourne, Adelaide or Sydney, the role is hybrid with a requirement to work at least three days a week in the office, collaborating with cross-functional

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Continuous improvement

Business analysis

Service design

Operational excellence

Stakeholder engagement

Process mapping

Formation

Bachelor's degree in business

Description du poste

Marsh is seeking a Continuous Improvement Manager to lead end-to-end improvement initiatives within our Contact Centre. This senior role focuses on strengthening customer outcomes, colleague experience and operational performance across the Contact Centre, combining business analysis, service design and process improvement.

Based in Melbourne, Adelaide or Sydney, the role is hybrid with a requirement to work at least three days a week in the office, collaborating with cross-functional