Process Designer Lead/ Process Improvement Lead

This is an exciting phase to join the Service Experience team as we look to the future, knowing that service delivery and the way we all access, design and build support services will be fundamentally different from today.

• Strong Analytical and process documentation delivery skills
• 3 Permanent, full-time role
• Salary relative to experience, and ranges from $116,211pa to $128,061pa, plus employers’ contribution to super and leave loading
• Parramatta location and Hybrid work model with the possibility of working remotely

About You/ Role
The mission of the roles are to take ownership and responsibility of customer-centric solutions and designs within the Service Experience directorate of the Department of Education. The mission of these roles is to design and improve processes to drive operational efficiency and support the development of customer-centric solutions and services.

Process Designer Lead
As a Process Designer Lead, you will take an important role in partnering with the business in defining opportunities, developing clear customer focused recommendations, and ultimately owning the delivery of fit for purpose, scalable process solutions in a timely manner. You will draw on internal and external data & perspectives in providing solutions to current business processes to improve service experience and operational efficiencies leveraging Business Process Management framework.

The role will be accountable for the following activities:

• Partnering with business functions to support them with incremental continuous improvements.
• Documenting & supporting ‘as is’ processes and controls across the business units.
• Documenting and supporting implementation of new processes and controls across the business units.
• Partnering with stakeholders to plan business processes and how this intertwines with the service roadmap.
• Support the Process Design Manager with large and complex projects, leveraging project management, process design and change management skills to deliver sustainable and embedded solutions.
• Secure stakeholder support and buy-in through demonstration of customer-centric values and storytelling
• Challenge the validity of given procedures, processes, policies and systems. Focus especially on (part of) processes that could be re-mapped.
• Identifying, scoping, and participating in / facilitating improvement and opportunity framing workshops.
• Supporting the team with BAU incremental improvements
• Supporting the team with transformational projects

Process Improvement Lead
As the Process Improvement lead, you will play an important role working with Corporate Services business units to drive continuous improvement. You will be responsible for leading projects and initiatives to improve operational performance and driving user satisfaction.

The role will be accountable for the following activities:

• Facilitating the process redesign and driving the end-to-end process improvement.
• Coordinating and establishing the process improvement practice.
• Supporting to uplift continuous improvement capabilities across the Department.
• Provide expertise to review processes and systems, and develop solutions to resolve issues.
• Provide expertise to initiate, plan and deliver improvement initiatives that will improve end user experience.
• Identify business and process improvements through the continuing analysis of process performance.
• Applying your analytical skills to help deepen and strengthen project analysis.
• Working closely and effectively with key stakeholders in all areas of the business, supporting process documentation and improvement activities.

Skills & Experience

• Have excellent communication and interpersonal skills, to facilitate workshops and presentations.
• Experience with Business Process Management framework
• Lean Six Sigma certification (green/black belt desirable).
• Ability to work autonomously and identify problems and provide an effective solution.
• Experience providing detailed assessment of performance improvement opportunities.
• Project management skills, PMP or Prince.
• Experience working in a Shared services / Corporate services environment is desirable.

Essential requirements

• Tertiary qualifications in Business or related and/or equivalent relevant experience.

Process Improvement Lead

Process Design Lead

To apply

• Complete all the questions in the online application.
• Attach your resume (maximum of 5 pages) and a cover letter (maximum of 1 page)

Note: the selection process will include a range of assessment techniques to assist in determining your suitability for the role. Successful candidates will be required to undertake pre-employment screening for this role which includes a Working with Children Check and National Criminal History Check.

Closing date: Sunday, 2 October 2022, 11:55pm

For role enquiries please contact Ajantha Kumar, Manager, Process Improvement via email ajantha.kumar@det.nsw.edu.au

We welcome applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTQIA+ community, veterans, refugees and people with disability. If we can make some adjustments to our recruitment/interview process to better enable you to shine, please contact the Diversity and Inclusion Team (dandi@det.nsw.edu.au) or visit NSW Department of Education Diversity and Inclusion.

A talent pool may be created through this recruitment process. A talent pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 18 months.

Responsibilities

Please refer to the attached Role Description