Process Optimisation Lead (Shared Services)

Our client is a private equity-backed healthcare provider operating at scale across Australia. The business has grown through consolidation into a multi-brand group and is currently investing in a significant operational and AI-led transformation programme.

About the Role

This newly-created role leads a centralised team across customer service, scheduling and internal admin, based mainly in Sydney with some remote team members. The scheduling function is complex, involving plan-based bookings across extended time-frames rather than simple one-off appointments. Reporting into a senior leader overseeing this function, the role drives process redesign and KPI implementation as part of a broader transformation programme.

Benefits

- Flexibility on contract structure (fixed-term or day-rate contractor)
- A genuine green-field prospect with clear runway and
- Direct involvement in a live AI transformation project, working alongside an external implementation partner
- Flexible start and finish times (8 to 9am start, 4:30 to 5:30pm finish)
- Backing of a private equity-backed group with a genuine growth trajectory

Duties / Key Responsibilities

- Establish KPIs and monitoring frameworks for the team from scratch
- Redesign existing processes to reduce customer touchpoints and improve booking speed and conversion
- Partner with an external AI implementation partner to identify where automation can support or replace manual work
- Provide day-to-day supervision and leadership to the team to understand current as-is processes and identify areas of improvement




- Clarify and streamline handover points between the team and the clinical intake and operations functions

Skills and Experience

- Proven experience leading teams through genuine process and structural change, not just business-as-usual management
- Background in customer service, scheduling or shared services, ideally in an environment where scheduling involves balancing budget and capacity, not simple one-off bookings
- Comfortable building KPI frameworks and reporting structures where none currently exist in a customer service / administration environment.
- Experience working alongside technology or AI implementation partners highly regarded
- Strong people leadership skills, including supervising a team day-to-day where the direct manager is not on-site
- Available and willing to work five days per week in the office

Abbie Goodison is recruiting for this role on behalf of Allura Partners.

About Allura Partners

Allura Partners was founded to support private equity firms by placing C-Suits to lead, transform, and scale portfolio companies. Today, in addition to our proven private equity specialisation, we’ve become a trusted partner for major ASX-listed and private enterprises in Australia, offering executive search, recruitment, and business transformation. Known for integrity, reliability, and results, our expertise spans Executive Search, Accounting & Finance, Transformation & Change, and Technology & Digital. We connect businesses and top-tier talent, exceeding expectations and driving lasting impact.

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📌 Process Optimisation Lead (Shared Services) (New South Wales)
🏢 Allura Partners
📍 New South Wales