Process Improvement Specialist

• Melbourne, Victoria | RACV Head Office
• Permanent Full Time | Hybrid Working
• A Competitive Salary | Discounts on RACV Products

Great things start here

RACV is an organisation that’s broader and bigger than you think – beyond the trusted roadside assistance and insurance lines, and significant portfolio of Travel and Leisure experiences, RACV is also one of the biggest installers of Solar energy in Victoria, and it’s a much broader organisation outside of the RACV brand and outside of Victoria with numerous Australian and international subsidiaries and associates. At its core, RACV is the largest member organisation in Victoria, and we’re trusted to be there for our over 2 million members.

About the Opportunity

The Process Improvement Specialist is responsible for managing business processes and system improvement initiatives and requirements through to implementation. The main objective of this role is to identify process improvements and ensure that all product and process development business and functional  requirements are properly specified, developed, and met during implementation.

Come along for a new journey

You’ll be instrumental in ensuring our Business Process team delivers exceptional service. Here’s a glimpse of what you’ll be doing:

• Review the end-to-end Motoring & Mobility processes to identify opportunities to re-design and improve efficiency and the customer, member and user experience.
• Manage relevant stakeholders through-out the process, including, as required, gathering input into requirements, getting buy-in for changes and managing stakeholder requirements around implementation timing, support and training.
• Complete cost/benefit analysis, including risk assessments, on all proposed improvements and provide recommendations on whether and how to proceed.
• Assist in the formation of business cases
• Analyse proposed changes from other parties, including IAG, IMA and other RACV teams, that may have an impact on motoring and mobility operating systems or processes.
• Develop business and system requirements for new products and processes and changes to existing products and processes.
• Participate in changes to the motoring and mobility operating systems, including the final phases of user acceptance testing, including final print proofing approval.
• Participate in and manage tasks for cross-departmental projects.
• Liaise and provide support to vendors to ensure requirements are accurately reflected in solution design documents.
• Review Business Requirements, Print Rules and other supporting requirements documents and manage updates to maintain accuracy and currency
• Complete post-implementation reviews and provide recommendations for improvements.
• Identify and report on impacts resulting from process and system changes.
• Work with frontline stakeholders for the development, review and approval of staff training material and communications.

What you’ll need to be successful

• Minimum two years relevant business analyst experience
• Tertiary qualifications in commerce, business, IT or related field
• Minimum two years managing or participating in projects involving a multiplicity of stakeholders
• Proven experience with process improvement projects
• Experience with RACV systems and processes e.g. Salesforce, SCV, MARS, Phoenix

There’s so much on offer when you join RACV with benefits including

• Our flexible and informal work environment which helps bring balance between work and home.
• Generous discounts on home and car insurance policies and RACV roadside care
• Club Membership and great discounts across all RACV resorts
• Discounts from corporate partners that are updated monthly.

Our difference

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.

Application Process

You can learn more about the RACV at careers.racv.com.au

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.