Service Improvement Manager
On-siteMelbourne, Victoria, Australia
Job Summary
Identify, assess, and prioritise service pain points using operational data, customer feedback, complaints, and stakeholder insights to develop clear problem statements. Build understanding of member, adviser, and employer journeys to shape practical, sustainable improvement options across operational, digital, technology, and risk teams. Document current and future state processes, requirements, and dependencies to support solution design. Coordinate improvement initiatives from discovery through implementation and benefits realisation, influencing stakeholders to agree actions, owners, and delivery pathways. Support change readiness, training, and communication to embed improvements into business-as-usual operations. Contribute to governance, reporting, and risk assessment across Service Improvement activity. This role sits within the Service Delivery department, partnering with teams responsible for supporting members, advisers, and employers to enhance customer outcomes and operational efficiency.
Required Qualifications
- Experience leading service improvement, operational improvement, business transformation, customer experience or change initiatives from discovery through to implementation and benefit realisation
- Strong service, operations, or customer-facing business experience, ideally within superannuation or financial services
- Strong analytical and critical thinking skills, with the ability to use data, stakeholder insight and business context to identify opportunities, assess impacts and recommend solutions
- Experience documenting requirements, current and future state processes, customer or colleague journeys, dependencies, and implementation considerations
- Strong stakeholder engagement and influencing skills, including the ability to work through ambiguity and drive outcomes where ownership is shared or sits across multiple teams
- Sound judgement, curiosity, and business acumen, with the ability to balance customer experience, operational efficiency, risk, cost and delivery feasibility
- Confidence using CRM, workflow, reporting and work management tools such as Microsoft CRM, Jira or similar platforms
Desired Qualifications
- Change management, benefits realisation, service design, Lean/Six Sigma, Agile or human-centred design experience
- RG146, superannuation or financial services knowledge
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