With more than 218,000 members we've been a part of the Tasmanian community for 100 years – we're Tasmania's shoulder to lean on and voice when it matters. Our values guide us in all that we do – Engage with Heart, Unleash Potential, Walk the Talk and Together we Thrive. With our local knowledge and as the state's number one brand we're here to support our members by helping them enjoy life, giving them a helping hand and making their money go further.
The Manager Business Optimisation combines business optimisation expertise with platform capability ownership, focusing on driving operational efficiency, process excellence, and intelligent automation within Group Operations. The position holder will lead the identification, design, and delivery of process reengineering and capability realisation initiatives across the Group Operations platform ecosystem, ensuring RACT continuously unlocks the full potential of its operational systems to improve member experience and consultant productivity.
Role specific accountabilities
* Lead the end‐to‐end reengineering of Group Operations processes and workflows, challenging existing ways of working and designing future‐state processes that eliminate unnecessary manual effort and improve member and consultant experience.
* Own and maintain a rolling capability roadmap for Group Operations platforms, proactively identifying under‐utilised and newly released capabilities and prioritising activation based on operational value and member impact.
* Identify, design, and oversee automation and AI enablement opportunities across Group Operations – including workflow automation, AI‐assisted decisioning, and self‐service enablement – ensuring initiatives are grounded in sound process design.
* Act as the business system owner for Group Operations platforms, ensuring appropriate governance over system configuration, data governance, user access management, and ongoing system health and performance.
* Partner with Technology and vendor teams to translate operational priorities into platform configuration and capability activation, ensuring the business retains ownership of how platforms are configured to serve operational outcomes.
* Establish and maintain governance over the Group Operations continuous improvement pipeline, in alignment with the RACT Process Architecture Framework.
* Use operational and platform performance data to identify optimisation opportunities, prioritise initiatives, and measure the impact of changes through a structured benefits framework.
* Build and present business cases for proposed improvements, quantifying expected benefits in terms of efficiency gains, member experience uplift, risk reduction, and cost avoidance.
* Manage and coordinate user acceptance testing for changes delivered by the team and by other projects and initiatives impacting Group Operations platforms, ensuring solutions meet business requirements before deployment.
* Build and lead a team with strong process reengineering, platform configuration, and automation design capabilities, fostering a culture of curiosity, experimentation, and continuous improvement.
To be successful in this role
* Relevant tertiary qualification in business administration, information technology or related field.
* 5+ years of experience in operations improvement, process reengineering, and platform capability realisation within a contact centre, insurance, or member services environment.
* Strong understanding of end‐to‐end operational processes and the ability to critically evaluate and redesign workflows to leverage platform capabilities, automation, and AI.
* Demonstrated experience identifying and implementing automation and self‐service opportunities in a operational environment.
* Experience working with cloud‐based enterprise platforms (e.g., CRM, contact centre, workforce management) in a business ownership or configuration leadership capacity.
* Experience applying structured improvement methodologies (e.g., Lean, Agile) to deliver measurable operational outcomes.
* Proven ability to lead, mentor, and coach teams to achieve results.
* Excellent communication and collaboration skills to build effective relationships with senior stakeholders.
* Ability to think critically, analytically and strategically.
Here's why you'll love being part of our team
* Staff discounts: Enjoy significant discounts on RACT home and car insurance, and free Ultimate Roadside Assistance.
* Wellbeing leave: Three days of Wellbeing Leave available per year that can be used however you wish.
* Superannuation contribution matching: For every dollar you contribute to your superannuation, we'll match it up to 2%.
* Flexible work: Life isn't one‐size‐fits‐all, and neither is our work. Balance your life commitments with our flexible work environment.
By joining RACT you'll be a part of an inclusive culture that celebrates diversity – every individual is valued and respected. We invite people from all backgrounds to apply.
Ready to join the RACT family? We would love to hear from you!
Reach out to our People and Culture Team on emark@ract.com if you have any questions about this role or working with RACT.
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