Senior Service Improvement Manager

St George Community Housing; Sydney; Hybride; AUD 140 000 - 180 000; Plein temps

Avantages offerts par ce poste

35-hour work week

Salary packaging benefits

Learning and development support

Health and wellbeing benefits

Résumé du poste

St George Community Housing in Sydney is seeking a Senior Service Improvement Manager to lead a team of professionals in redesigning services and driving customer-centric outcomes. You will report to the Head of Customer Voice and steer initiatives to strengthen service consistency and support sustainable housing outcomes.

The role requires strategic change leadership, strong collaboration, and a passion for improving customer experiences across multiple office locations.

Qualifications

• Experience leading service improvement or operational redesign initiatives.
• Strong ability to analyze data, performance metrics and customer feedback.
• Proven ability to plan, implement and evaluate improvement initiatives.

Responsabilités

• Lead service reviews, redesign projects and continuous improvement across the Customers division.
• Use data and insights to identify trends, risks and opportunities for improvement.
• Partner with frontline teams to implement practical improvements.
• Manage a centralised service improvement portfolio and track delivery.

Connaissances

Stakeholder engagement

Analytical thinking

Project management

Continuous improvement

Formation

Tertiary qualifications in business management or related field

Description du poste

St George Community Housing – Sydney CBD NSW

At SGCH, we believe everyone belongs.This is why our purpose,‘to create belonging’drives our commitment tobuild a team wherediversity, inclusion andconnectionare at theheartof what we do.

As a leadingnot-for-profitcommunity housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, wecontinue toinvestin our people, our homes, and our communities. Guided by ourvalues–We Care, We Create, We Connect –we’vebuilt an inclusiveworkplaceby caring for one another,creatingand sharingnew ideas, and connecting authenticallyevery day,whereeveryonehas the opportunity togrow and thrive.

We are committed tofostering an inclusive environment andbuilding a team that reflects the diversity of the communities weconnect with. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and people of all ages and life experiences.If this role excites you butyou’renot sure you tick every box, we still encourage you to apply.Your passion and potential matter.

Join us in creating sustainable, connected communities whereeveryone feelsa sense of belonging andareempowered to thrive.

Whatweoffer

• Competitivepackage–35-hour work weekwith competitive and above Award pay

• NFP salary packaging–Up to $15,900 tax-free, plus $2,500 for meals, entertainment and accommodation, and Novated leasing providing both convenience and savings
• High-growth environment–Realopportunities to grow your careerwithafocus oninternal promotions,inhouse learning and developmentandstudyassistancesupport
• Health and wellbeingbenefits-Corporate discounts with Flarefor everyday savings, Reward and Recognition program,access to a free 24/7Employee Assistance Program(EAP)for you and your family
• Paid Parental Leave–12 weeks paid parental leaveand3 daysbonusannualleave
• Agile and innovative work practices–Hybrid work arrangements including work from home options, and modern,well-locatedoffices close to public transport

About the roleand about you

As our Senior Service Improvement Manager, you'll lead a team of service improvement professionals and partner closely with operational leaders to redesign services, simplify processes, strengthen consistency and improve outcomes for customers and teams. This is an exciting opportunity for someone who thrives on turning insights into action and leading change that makes a real difference.Reporting to the Head of Customer Voice, you will lead SGCH's operational service improvement approach, driving initiatives that improve customer experience, strengthen service consistency and support sustainable housing outcomes.

To succeed in this role, you will be an experienced strategic change leader, an influencial collaborator and customer-centred problem solver passionate above improving experiences and outcomes.

This is a permanent role, requires travel to all SGCH office locations and portfolios as required.

The recruitment process may include interviews and relevant skills or behavioural assessmentswithselectionbased ondemonstratedmerit against the roles criteria. Appointment is subject to standard pre-employment checks, such asworking rights, employmentreferencesfrompreviousmanagers, a National Police Check, and a health assessment.

Pleasenote we mayestablisha Talent Pool from this process.

If accessibility and adjustments are needed to apply for this role comfortably, just let us know. Your privacy and dignity are always respected. Please reach out to****@sgch.com.au

• Tertiary qualifications in business management, project management, community services or similar, with demonstrated experience leading service improvement, operational redesign and change initiatives that enhance customer outcomes, service quality and team effectiveness in complex service delivery environments.

Strong stakeholder engagement and collaboration skills, with proven ability to work across teams, leaders and partners to identify challenges, influence change and deliver sustainable improvement outcomes

Highly developed analytical and problem-solving capability, using data, performance metrics, customer feedback and operational insights to identify trends, risks and opportunities and drive evidence-based decisions.

Proven project management, continuous improvement and communication skills, with the ability to plan, implement and evaluate initiatives, prepare high-quality reports and briefings, and clearly communicate complex information to diverse audiences

Duties

• Leading service reviews, redesign projects and continuous improvement initiatives across the Customers division.
• Using data, customer feedback and operational insights to identify trends, risks and opportunities for improvement.
• Partnering with frontline teams and leaders to implement practical improvements that enhance service delivery.
• Managing a centralised service improvement portfolio, ensuring initiatives are prioritised, tracked and delivered effectively.
• Providing project governance, reporting and insights to support decision-making and organisational priorities.
• Leading and developing a high-performing team while overseeing workforce planning and budget management.