Continuous Improvement Manager
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From Marsh McLennan’s original posting
Company: Marsh Description: 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. Continuous Improvement Manager 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,…
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