- Executive Level 1
- Canberra, ACT; Sydney, NSW; Brisbane, QLD; Adelaide, SA; Perth, WA
- $129,477 - $143,099

About The Department Of Employment And Workplace Relations

We are committed to empowering futures, ensuring rights and enriching lives. We support people to have safe, secure and well-paid work with the skills for a sustainable future as we ourselves strive to be a model employer.

We provide the framework for fair and productive relationships between employers and employees. We also oversee skills development and training initiatives to support those entering the workforce or re-training to take advantage of emerging employment opportunities.

With us, your work directly contributes to shaping the employment landscape. Whether you are engaging in policy development, program implementation, or direct support services, your efforts will have a tangible impact on job seekers, employees and the economy by giving them a framework to build a future anchored and realised through employment.

It is our ambition to do things differently, to create the 'department of great jobs' - where our people reflect our purpose.

The Role

Reporting to the Director, the Business Process Manager leads a team responsible for driving business process improvement, project delivery and organisational change across the Contact Centre Branch.

This role supports staff operating in fast-paced and at times psychosocially demanding environments, and contributes to building capability, confidence and resilience across frontline teams. The role provides strategic leadership, manages key stakeholder relationships, and ensures business improvement initiatives deliver sustainable operational, service delivery and customer outcomes aligned with departmental priorities

Duties and Responsibilities

- Lead the development and implementation of business process improvement strategies, ensuring alignment with branch priorities, organisational objectives and employment services reform outcomes.
- Oversee the analysis,



design and optimisation of business processes, driving continuous improvement initiatives that enhance operational performance, service delivery, customer experience and business capability.
- Provide strategic leadership and high-quality advice on complex business, operational and program issues, applying sound judgement to support informed decision-making and organisational outcomes.
- Provide product ownership and strategic direction for designated business systems, processes and service capabilities, including prioritisation, stakeholder engagement, continuous improvement and benefits realisation.
- Lead the planning, governance and delivery of business improvement projects and change initiatives, managing risks, dependencies, resources and competing priorities.
- Establish and maintain effective partnerships with operational, program, policy and corporate stakeholders, influencing outcomes and fostering collaboration across diverse business areas.
- Lead the development of business cases, executive briefings, governance papers, reports and recommendations to support senior executive decision-making and strategic planning.
- Drive a culture of innovation, continuous improvement and evidence-based practice through the use of data, insights, process improvement methodologies and emerging technologies.
- Monitor, assess and manage strategic and operational risks associated with business processes, projects and organisational change initiatives, implementing appropriate mitigation strategies and governance controls

Eligibility

- Citizenship - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.
- Security Clearance - our successful candidate is required to hold, or have the ability to obtain, and maintain a Baseline security clearance.

Please refer to the Job Information Pack for more information about the role.

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📌 Business Process Manager (Australia)
🏢 Department of Employment and Workplace Relations
📍 Australia