Manager - Quality Improvement (6 Month Secondment)

Brisbane, Brisbane
01 May 2018
16 May 2018
Job role
The position contributes to the improvement in operational efficiency through the identification of process improvement opportunities at the front line and as a conduit between Operations and Business Systems IT as well as the management and implementation of quality programs throughout operations The incumbent will be required to coordinate and project manages the implementation of key projects and cost saving initiatives and support and assist with change management activities The position is responsible for successfully managing a team of Continuous Improvement Consultants to execute short term projects in accordance with Continuous Improvement initiatives and activities that drive efficiency and cost savings for the business KEY CONTACTS Internal Team Leaders Managers Frontline operations staff Business Systems IT Learning and Development Marketing Frontline Customer Care Consultants External add Page 1 June 2017 McMillan Shakespeare Group Position Description KEY RESPONSIBILITIES
Support Team Leaders and Operations Managers in identifying process improvement initiatives and coordinate and manage the implementation of key operational projects Support Team Leaders and Operations Managers in the delivery of the operations quality monitoring system Validates all proposed operational process systems changes with key business stakeholders to ensure proposed solutions are aligned to business strategies and objectives Work autonomously to ensure all new products and system changes are managed and implemented into the business Deliver clear communication of project information and support systems for all stakeholders Take complete ownership and responsibility for progressing all continuous improvement initiatives within agreed time frames Manage stakeholder engagement and enquiries through effective communication of projects from commencement during and conclusion summaries of progress and outcomes Establish team and individual targets in line with project timeliness and quality expectations Builds appropriately constructed business cases that demonstrate goals of initiatives and are aligned to business objectives Manage workflow via the allocation of tasks to ensure targets are achieved Develops and maintains a closed loop system for capturing and acting upon qualitative assessment feedback Develops and maintain a high standard of process design and development and product knowledge within the team Lead and direct the team to achieve high levels of efficiency and customer satisfaction Provide leadership mentoring and coaching to direct reports including feedback on an informal day to day basis as well as via regular one on one catch ups and performance reviews Assist with identifying training needs and coordinate appropriate training to support these needs Analyses workflow to ensure the most efficient customer service outcomes are being delivered by team members Ensure communication of relevant information to the team in a timely clear and concise manner Effectively manage employee turnover absenteeism and annual leave liability Page 2 McMillan Shakespeare Group Position Description POSITION CRITERIA
Capabilities & Strong research and data analysis skills Behaviours Ability to build and maintain effective working relationships with internal and external stakeholders Open to and adaptable to change demonstrated through support and implementation of change initiatives Proven ability to establish priorities work to strict timelines autonomously or as part of a team Demonstrated experience in managing teams in a customer service environment including well developed coaching skills Excellent verbal and written communication skills Self motivation to pro actively seek solutions to problems and proactively seek continuous improvements Process design skills Knowledge & Previous experience working in a financial services organisation Experience in a Team Leader Quality Control or Continuous Improvement position Detailed knowledge of MMSG Business Units and process workflows is highly desirable Qualifications Lean Six sigma process design skills desirable WORK HEALTH & SAFETY (WHS) The Company seeks to provide a safe and healthy workplace All employees have a duty of care to ensure a safe workplace in line with WHS legislation and regulation Employees are required to work within the Company s policies and procedures for WHS MANDATORY COMPLIANCE TRAINING All employees are required to complete mandatory compliance training This training provides employees with the understanding of their responsibilities relating to financial obligations occupational health and safety equal opportunity privacy and ethical behaviour All training must be completed within the communicated timeframes to ensure that the Company meets its regulatory obligations Page 3 June 2017 McMillan Shakespeare Group Position Description MMSG Team and Leadership Behaviours TEAM VALUES Above & Beyond Better Together Driving better customer experiences Collaborating often and early Exceeding expectations Enabling and empowering others Being courageous Teamwork Facing challenges together not alone Make It Count Own It Doing things well Being accountable Seeing the bigger picture Taking responsibility Getting it right Facing the brutal facts TEAM BEHAVIOURS CUSTOMER We know that our success begins and ends with the way we serve and treat customers We will design and run our business Put yourself in the customer s as though we were the customer shoes We will always act with honesty towards one another and in our HONESTY INTEGRITY AND conduct of the business We will have the integrity and the COURAGE courage to do the right thing raise issues to listen and face the Face the brutal facts brutal facts no matter what the circumstances RESPECT We will always treat each other with respect and as we would wish others to treat us All of us want the opportunity to I ll do you no harm contribute and learn in a safe and secure environment TEAM We will put the interests of MMSG ahead of our individual interests and those of our business units and functions We Put the group before yourself understand that our interests are best served by serving the overall interests of the group and in particular its staff customers and shareholders OWNERSHIP AND URGENCY We will take ownership over even the most difficult tasks and situations We will not turn a blind eye We will ensure the right I ll do it now outcomes are achieved and approach our work with energy and a sense of urgency but not impatience COMMUNICATION We will take responsibility for ensuring open and honest communication We believe oral communication builds No surprises Circle the wagons relationships and creates clarity We will pick up the phone rather than send each other emails We will punctually attend meetings We understand it is the amalgam of our skills as a team that will CONFLICT make us successful We will engage in conflicts of ideas to It s OK to disagree ensure the best decisions are made for our business We will not allow those conflicts to become personal