- Temporary, hybrid role
- $70-100 per hour
- Heatherton location
The CompanyOur client is a large healthcare organisation providing a range of healthcare services across Melbourne.
- Lead an end-to-end review of client referral and onboarding processes across the organisation.
- Map current-state processes, identify inefficiencies, duplication, and bottlenecks across the customer journey
- Partner with the CEO and executive leadership team to design a streamlined, scalable customer service and onboarding model
- Drive process improvement initiatives to enhance service delivery, turnaround times, and overall customer experience
- Analyse data and workflows to identify opportunities for automation (including the use of appropriate artificial intelligence) and systems enhancements
- Design clear roles, responsibilities and governance arrangements.
- Work closely with frontline teams to understand pain points and embed new ways of working
- Lead change management activities, ensuring buy-in and adoption across teams
- Review and optimise team structure, roles, and responsibilities within the Customer Service function
- Recommend and support implementation of technology solutions
- Establish clear KPIs, service standards, and reporting frameworks to measure success
- Develop documentation including process maps, SOPs, and training materials
Transformation Roadmap and Implementation Planning
- Translate future-state process designs into a practical and achievable implementation plan.
- Develop detailed recommendations, business cases and benefit realisation plans.
- Prioritise initiatives according to impact, effort and risk.
- Define milestones, deliverables, dependencies and resource requirements.
- Establish performance measures and reporting frameworks (lead and lag indicators).
- Identify quick wins alongside longer-term transformational opportunities.
Key Requirements / Experience
- Recent proven experience leading and implementing similar projects
- Experience in process improvement, transformation, or operational project roles
- Background working in customer service environments, ideally within call centres or high-volume service operations
- Strong track record of streamlining workflows and implementing efficiencies across multi-touchpoint teams
- Experience with system implementation, automation, or digital transformation initiatives
- Ability to analyse complex processes and translate them into simple, scalable solutions
- Strong stakeholder engagement skills, with experience working closely with senior leaders
- Demonstrated change management capability - bringing teams along the journey
- Data-driven approach with the ability to measure impact and outcomes
- Highly practical, hands-on approach with a focus on delivering real outcomes (not just strategy)
Job Reference Number: 06830-0013458284CG
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