Business Improvement Lead

Permanent

Melbourne

(Internal applications will close on the 12 August)

About us

Established in 1840, we are Australia’s first wellbeing company, delivering health, wealth and care services for our members and the community.

As a social enterprise, we’re motivated by our purpose to positively impact the wellbeing of millions. We reinvest profits to deliver products and services sustainably that matter most to our members, customers and the Australian community.

For us, Real Wellbeing encompasses the whole experience of life. It’s about feeling supported in your health, connected with your community and empowered to live life on your terms.

About the Opportunity:

Reporting to the Head of Operations, Contact Centre and Member Support, this role will lead the identification, design and delivery of business improvement initiatives across the Wealth & Capital Markets platform. You'll work closely with operational leaders, stakeholders, delivery squads and technology teams to solve complex business challenges, improve processes and deliver measurable outcomes.

This is an exciting opportunity for an experienced business improvement, operational excellence or business analysis professional who enjoys working across multiple initiatives and influencing change without direct authority.

What You'll Be Doing

- Lead business improvement initiatives that enhance customer outcomes, operational efficiency and business performance.
- Analyse business processes, operational data and customer insights to identify opportunities for improvement.
- Facilitate workshops and collaborate with stakeholders to understand business needs and develop practical solutions.
- Develop process maps, future-state process designs and operating models that support sustainable business performance.




- Conduct root cause analysis and use structured problem-solving approaches to address operational challenges.
- Partner with technology, product and operational teams to prioritise, deliver and embed change initiatives.

About You: You'll bring experience in business improvement, operational excellence, transformation or business analysis, along with a genuine passion for making things work better for customers, employees and the business.

You're naturally curious and enjoy getting to the root of a problem. Whether it's analysing processes, facilitating workshops or challenging the status quo, you're comfortable asking the right questions and turning insights into practical solutions that deliver real results.

You have strong process improvement capabilities and know how to translate complex business needs into transparent, actionable outcomes. Experience working in Agile, project or delivery environments will help you succeed, as will your ability to navigate ambiguity and manage multiple priorities at once.

Most importantly, you're someone who enjoys partnering with others, takes ownership of outcomes and thrives in a fast-paced environment where continuous improvement is part of everyday work.

Experience within contact centres, customer service, member services, complaints or operational environments will be highly regarded. Exposure to quality assurance,



governance frameworks or capability uplift initiatives would also be beneficial.

Why Join Us?

You will enjoy a range of great employee benefits and rewards including :

- Competitive salary + bonus program
- Enjoy additional yearly Well-Being and Community leave days
- 14-week paid parental leave, with equal benefit for both parents
- Employee Referral Program
- Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most
- Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
- Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!
- Access Flare benefits including everyday discounts, premium perks, salary packaging options and wellbeing support

For further benefits visit: https://www.australianunity.com.au/careers/culture Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.

perks

- Discounted Health Insurance All permanent employees enjoy a 12% discount on our health insurance cover as well as having all waiting periods halved.

- Parenting benefits All permanent employees have access to 14 weeks paid parental leave.

- Discounted general insurance Employees receive between 10 - 20% discounts on insurance like home & contents, travel, and pet insurance.

- Career opportunities Whether it's building your career or building your team, we are here to support you with numerous internal development opportunities.

📌 Business Improvement Lead (Melbourne)
🏢 Australian Unity
📍 Melbourne