Manager, Business Process (Retail)

Supports process improvement and operational efficiency across business units within the Membership and Customer Excellence Division. It involves gathering and reporting performance data, coordinating stakeholders, documenting processes and SOPs, and supporting training and communication for operational changes. The Division delivers customer experiences and engagement across clubhouses, racecourses and Off-Course Betting Branches, and leads customer experience strategy across digital and physical touchpoints.

• Support process improvement initiatives by assisting in the identification and implementation of service improvement initiatives and operational efficiencies across business units.
• Gather, analyse and report on performance metrics and operational data to inform decision-making and measure success against established KPIs.
• Coordinate with business units and stakeholders to ensure alignment on improvement objectives and the execution of initiatives.
• Review processes and service delivery touchpoints regularly to identify issues, propose resolutions and implement continuous improvement measures.
• Create and develop process flowcharts, project compendiums and operating models to map business operations and tasks, and monitor progress with business functions.
• Create and oversee the documentation of standard operating procedures and other operational guidelines to ensure consistency and compliance.
• Support the evaluation of implemented initiatives to ensure they meet business requirements and operational standards.
• Assist in the development of training materials and communication protocols to support operational changes and improve staff engagement.
• Facilitate effective communication and engagement with stakeholders throughout the improvement process to promote transparency and collaboration.
• Undertake other duties as assigned by Manager.

• Bachelor's degree in Business, Management, Statistics or a related discipline.
• Minimum of 7 to 10 years of relevant management experience.
• Proven experience in project management and business process improvement or optimisation.

• Competitive benefits package
• Dynamic working environment
• Development opportunities