At a Glance
- Tasks: Lead improvement initiatives to enhance customer and colleague experiences in our Contact Centre.
- Company: Join Marsh, a global leader in risk and consulting with a vibrant culture.
- Benefits: Enjoy professional development, flexible hybrid work, and a supportive team environment.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact by shaping practical solutions and driving sustainable change.
- Qualifications: 5+ years in continuous improvement or business analysis; strong communication skills required.
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.
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.
Senior Continuous Improvement Leader in Melbourne employer: AU017 Mercer Outsourcing (Australia) Pty Ltd
At Mercer Super, we pride ourselves on being an exceptional employer that fosters a collaborative and inclusive work culture. Our hybrid work model allows for flexibility while ensuring strong team connections, and we are dedicated to employee growth through continuous learning opportunities and hands-on experience with cutting-edge technologies like Adobe Experience Manager. Join us in Melbourne, where you can contribute to meaningful projects that enhance digital experiences for our clients and their customers.
Contact Details:
AU017 Mercer Outsourcing (Australia) Pty Ltd Recruitment Team
