EL1 Business Process Manager

About this role

Reporting to the Director, the Business Process Manager leads a team responsible for driving business process improvement, project delivery and organisational change across the Contact Centre Branch.

This role supports staff operating in fast-paced and at times psychosocially demanding environments, and contributes to building capability, confidence and resilience across frontline teams. The role provides strategic leadership, manages key stakeholder relationships, and ensures business improvement initiatives deliver sustainable operational, service delivery and customer outcomes aligned with departmental priorities.

Responsibilities of the Business Process Manager may include: • Lead the development and implementation of business process improvement strategies, ensuring alignment with branch priorities, organisational objectives and employment services reform outcomes. • Oversee the analysis, design and optimisation of business processes, driving continuous improvement initiatives that enhance operational performance, service delivery, customer experience and business capability. • Provide strategic leadership and high-quality advice on complex business, operational and program issues, applying sound judgement to support informed decision-making and organisational outcomes. • Provide product ownership and strategic direction for designated business systems, processes and service capabilities, including prioritisation, stakeholder engagement, continuous improvement and benefits realisation. • Lead the planning, governance and delivery of business improvement projects and change initiatives, managing risks, dependencies, resources and competing priorities. • Establish and maintain effective partnerships with operational, program, policy and corporate stakeholders, influencing outcomes and fostering collaboration across diverse business areas. • Lead the development of business cases, executive briefings, governance papers, reports and recommendations to support senior executive decision-making and strategic planning. • Drive a culture of innovation, continuous improvement and evidence-based practice through the use of data, insights, process improvement methodologies and emerging technologies. • Monitor, assess and manage strategic and operational risks associated with business processes, projects and organisational change initiatives, implementing appropriate mitigation strategies and governance controls