Business Improvement Manager (12-month contract)

Description and Requirements
About the HSECi team
MetLife is a leading global life insurer, and the insurance partner for Hostplus, one of Australia's largest and fastest growing superannuation fund with over $100bn in assets and over 1.8 million members. MetLife have created a market-first service experience for Hostplus that delivers market-leading support and guidance for members for any insurance need they have, with a focus on first-point resolution and making sure the member's needs are taken care of from beginning to end.
Summary of Responsibilities:
This role is crucial for driving operational excellence within the HSECi team by identifying and implementing process improvements that enhance efficiency, reduce costs, and improve the overall customer experience.
As the Business Improvement Manager, you will help bridge the gap between HSECi's operational needs and the right solutions by analyzing and documenting business processes, systems, and data. You will identify areas for improvement and recommend solutions to meet goals efficiently.
The Business Improvement Manager is responsible for conducting detailed analysis of current business processes, workflows, and systems to identify inefficiencies and opportunities for improvement. This role involves utilizing process mapping techniques, gathering and analyzing data to assess process performance, and collaborating with cross-functional teams to implement process improvement initiatives aimed at enhancing efficiency and customer satisfaction.
Principal Responsibilities:
Process Analysis:

• Analyse and map business processes and workflows applying best practice methodologies to identify barriers and define new process improvement opportunities to support continuous improvement and business outcomes.
• Conduct detailed analysis of current business processes, workflows, and systems to identify inefficiencies, bottlenecks, and opportunities for improvement.
• Utilize process mapping techniques to visualize and document as-is processes, identifying areas for optimization.
• Oversees the development and execution of business processes assuring accuracy of business rules, controls, Standard Operating Procedures, and reporting.
• Design and implement process changes, including workflow modifications, automation solutions, and system enhancements.

Data Gathering and Analysis:

• Gather and analyze quantitative and qualitative data to assess process performance, including cycle time, throughput, error rates, and customer satisfaction metrics.
• Use data-driven insights to recommend process improvements and support decision-making.
• Utilise data-driven approaches to identify areas for improvement and measure the impact of implemented changes.

Process Improvement Initiatives:

• Applying expert quality assurance, validation and data linkage in the context of business need when identifying and embedding relevant and potentially new processes.
• Collaborate with cross-functional teams across MetLife to develop and implement process improvement initiatives aimed at streamlining workflows, reducing costs, and enhancing the customer experience.
• Provide and support the implementation of business solutions by building relationships and partnerships with key stakeholders, identifying business needs, determining and carrying out necessary processes and practices, monitoring progress and results, recognising improvement opportunities, and adapting to competing demands, organisational changes, and new responsibilities.
• Apply continuous improvement methodologies such as Lean, Six Sigma, and Agile to drive process optimization.
• Contribute to the development of change management plans, including the use of tools and techniques that would be expected and agreed to be included.

Monitoring and Reporting:

• Monitor the effectiveness of implemented process improvements, track key performance indicators (KPIs), and report on progress to stakeholders.
• Develop and maintain dashboards and reports to provide visibility into process performance and improvement outcomes.

Stakeholder Collaboration:

• Lead or participate in multiple projects by completing and updating project documentation, managing project scope, adjusting schedules when necessary, determining daily priorities, ensuring efficient and on-time delivery of project tasks and milestones, following proper escalation paths, and managing customer and supplier relationships.
• Work closely with stakeholders across the organization to understand their needs and ensure process improvements align with business objectives.
• Facilitate workshops and meetings to gather input, share findings, and drive consensus on process changes.
• Collaborate with IT teams to leverage technology solutions for process automation and optimization.

Knowledge/Skills/Competencies Required:

• Process Improvement Expertise : Demonstrated expertise in process improvement, process analysis, process mapping, requirements gathering, and solution design using industry-standard techniques and tools.
• Problem-Solving Skills: Strong problem-solving skills to identify root causes, analyze options, and recommend effective solutions.
• Time Management: Excellent time management skills, with a demonstrated ability to respond to changing priorities, manage multiple projects/tasks, and meet competing deadlines by using judgment and initiative.
• Strategic Thinking: Ability to think strategically and proactively anticipate business needs and challenges.
• Data Analysis: Strong analytical skills to gather, analyze, and interpret quantitative and qualitative data.
• Continuous Improvement: Proficiency in continuous improvement methodologies such as Lean, Six Sigma, and Agile.
• Project Management: Ability to manage process improvement projects, including planning, execution, and monitoring.
• Communication: Exceptional communication skills to effectively convey findings and recommendations to stakeholders.
• Collaboration: Ability to work collaboratively with cross-functional teams to drive process improvements.
• Technical Proficiency: Familiarity with process analysis tools and software.
• Attention to Detail: High attention to detail to ensure accuracy in process documentation and analysis.

Qualifications Required:
Essential

• Minimum 5 years of experience in process analysis, business analysis, improvement, and optimization.

Desirable

• Experience in the insurance or financial services industry.
• Certifications in Lean, Six Sigma, or related continuous improvement methodologies are advantageous.

Personal Attributes:
Positive, optimistic, warm, compassionate, confident, patient, calm, fair, honest, respectful of others, has integrity, open, resilient, strong talker and listener, hardworking, team player, leads by example, encourager, self-motivated, supports change in a positive way, owns their culture. Takes ownership and where needed, leadership
Key Business Relationships:
Internal
o Service and Optimisation Manager
o HSECi team members
o Broader Operations team members and leadership
o Legal and Compliance teams
o Technology teams
o Data teams
External
o Fund members
o Superannuation Trustees and Fund Administrators
o Members of the life insurance industry
Benefits We Offer
When you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social and financial health. We offer life insurance benefits, generous paid parental leave, market leading menopause and fertility leave, car leasing and more. As well as Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave and study assistance.
About MetLife
Recognised on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the Diversity Council of Australia Inclusive Employer Award 2023-2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by p urpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
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