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Business Improvements Manager

  • Australian Capital Territory, ACT, Australia
  • New South Wales, NSW, Australia
  • Northern Territory, NT, Australia
  • Queensland, QLD, Australia
  • South Australia, SA, Australia
  • Tasmania, TAS, Australia
  • Victoria, VIC, Australia
  • Western Australia, WA, Australia
  • Flight Centre Travel Group
  • Full time

About the Opportunity

The Business Improvements Manager is responsible for ensuring product support is operating at maximum efficiency.

They collaborate with Product Support leaders to ensure both technical solutions and offshore partners effectively support product functions - through effective process and solution design, identifying and implementing automation opportunities, service level management, and defining business requirements and priorities of new FCTG or industry processes.

They are responsible for the day to day administration of Product platforms, and are proactive in identifying and surfacing opportunities for improvement and further automation or offshoring gains.

Strong relationships with Product support, Offshore partners, Product Management (Technology) and other tech partners provide mechanisms for continuous two-way feedback, allowing for continuous automation improvement and process refinement.


What you will be doing:

  • Offshore management – translates FCTG requirements to offshore resources, whilst continually monitoring to proactively ensure adequate service levels are maintained
  • System Admin and Maintenance - manages configuration, facilitates version release, participates in audits
  • Automation management - manages RPA and Chat bots to ensure maximum uptake
  • Continuous improvement - proactively seeks opportunity to build on tech or offshore capability - makes recommendations and challenges the business process to maximise efficiency
  • Process design - supports brand initiatives through designing and deploying processes which maximise consultant productivity, automation and efficiency
  • Communicate regular priority and status updates to relevant stakeholders
  • Manage automation levels to ensure maximum uptake
  • Manage product system admin
  • Work with subject matter experts to effectively transition new work to offshore partners
  • Work closely with other project roles to design and validate future process solutions
  • Identify and communicate risks to the project team and the business
  • Participate/co-ordinate in testing periods and assist with validation of data migration and system configuration
  • Work with the change team to articulate and communicate stakeholder impacts
  • Provide expertise for the purpose of participating in on-training
  • Work with training to review and provide feedback on the training materials
  • Work with change specialists and business leaders to champion change and integrate the processes back into the business

Key Stakeholders

Internal: Global Supply, Product, Technology, L&D, Operations

External: Suppliers, Industry partners


What you will need:

  • Process design and / or business analysis
  • Minimum 3 years working in system admin roles or with off-shore partners
  • Minimum 5 years Travel industry experience
  • Experience with new product development, product delivery, customer/product analysis
  • Senior Leadership / Experience in an influential role desirable
  • Strong operational experience in Product support (Air, Land or Sea)
  • Background in using GDS
  • Experience in managing two or more core Product systems
  • Understanding of Business Analysis practices
  • Experience in a technology facing role

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