Process Improvement Manager

Who we are

At Torrens University Australia, making a difference is in our DNA. As a Certified B Corporation, we belong to a global community of future-focused companies using business as a force for good. We believe in the transformative power of education to change lives, families, communities – and the world. That's why we're on a mission to increase access to higher education, so learners from all walks of life can chase their dreams.

Just like our students, our employees are a diverse group who want to make an impact. When you join us, we give you the freedom to be bold, creative and courageous – with flexible working arrangements that allow you to bring your best. We've built a culture that celebrates community, collaboration and innovation, where people love what they do.

What's the job?

Reporting to the VP, Student Experience, and with a strong working alliance with the Senior Director of IT, our new Process Improvement Manager is here to lead the transformation of student-facing processes across the university — simplifying how we work, enabling greater efficiency, and creating experiences that are seamless, connected, and future-ready.

In this role, you'll have the opportunity to reimagine how students and staff interact with our systems and services. You'll design and implement improved processes that make it easier for students to get support when they need it and empower staff to focus on what matters most — helping students succeed.

This is an individual-contributor role for a highly experienced practitioner who thrives on translating insight into action — analysing end-to-end workflows, identifying improvement opportunities, and driving delivery through mapping, redesign, implementation and automation enablement.

You'll work across the full lifecycle of improvement — from discovery to delivery — collaborating closely with teams in Student Experience, Academic Administration, and IT to enable simpler, faster, more consistent service experiences that deliver measurable outcomes.

Your work will directly shape our future-state goals:

• Expanding student self-service and digital ease of access
• Increasing first contact resolution through smarter workflow design
• Defining and communicating clear service standards and SLAs
• Reducing manual steps, queues and approval bottlenecks
• Consolidating systems and improving overall utilisation

We're looking for a leader in practice — someone with strong technical and strategic expertise, a student- and employee-centred mindset, and lean/six sigma approach, balancing experience uplift with efficiency, compliance, and sustainability.

This is a 12-months fixed term role, with full time hours, for a candidate preferably located in Sydney.

Candidates in Melbourne, Brisbane or Adelaide are also encouraged to apply.

The nature of this role requires you to visit our campuses and experience the day-to-day campus life of our students and staff.

Click here to review the full Job Description

Accountabilities

In this role, you'll be responsible for driving process excellence across the student journey and internal operations through structured design, delivery and governance.

You will lead the full improvement cycle — map → diagnose → design → implement → govern → improve—with depth and rigour.

Discover, Diagnose & Design

• Map end-to-end student/staff processes (BPMN/Promapp/Visio), quantify pain points (cycle time, queue depth, rework, FCR, hand-offs), and surface compliance risks.
• Apply Lean/Six Sigma tools to remove non-value-add work, shorten turnaround times, and standardise how work flows.

Implement & Digitally Enable

• Translate designs into actionable changes: SOPs, forms, workflow rules, routing, checklists, and communications.
• Partner with IT to enable self-service, workflow automation and integrations.
• Prove improvements through A/B or pilot, then scale with change plans, training, and adoption support—personally driving delivery in the absence of direct reports.

Governance, Measurement & Sustainment

• Establish process ownership, RACI, documentation standards and review cadences.
• Define and track clear metrics aligned to our future-state goals:
  • Experience: NPS, Student Effort Score, Staff Effort (ease), FCR rate.
  • Service: SLA adherence, average handle/resolve time, backlog/queue depth.
  • Quality/Risk: error/rework rate, compliance exceptions.
  • Efficiency/Cost: automation coverage, touches per case, cost-to-serve.
• Create feedback loops using VOC to refine processes and ensure continuous improvement.

Expected outcomes aligned to the future state

• Student Self-Serve: % of top 10 tasks completed online without agent help; reduction in "how-to" contacts.
• First Contact Resolution: FCR rate uplift; reduction in case reopen/escalations.
• Agreed SLAs: published SLAs for priority processes; SLA compliance ≥ target; visible status tracking.
• Reduction of Queues & Approvals: fewer hand-offs; streamlined approvals; shorter cycle time from request to resolution.
• System Consolidation & Utilisation: Fewer bespoke workarounds, greater use of core platforms, and measurable reduction in manual data handling across multiple systems.
• Cost-to-Serve: measurable reduction via automation, standard work and better routing.

We are looking for

• 5+ years in process engineering/continuous improvement with proven delivery of measurable experience and efficiency gains.
• Lean Six Sigma Green Belt (or higher) and BPM credentials; Prosci/PRINCE2 desirable.
• Expert facilitator and hands-on implementer—comfortable running workshops and then doing the build/config/documentation work to land change.
• Strong understanding of automation, workflow and integration concepts; able to translate business needs for IT delivery.
• Excellent stakeholder engagement, change and communication skills; able to influence without line authority.
• Experience in higher education or complex service environments is advantageous.

Why join us?

Bold, modern and agile, we're Australia's fastest-growing university, going from 164 students in 2014 to 40,000+ alumni across 115+ countries and 2000+ staff today. In 2020, the Australian Financial Review named us one of the country's most innovative companies. As we continue to establish ourselves as a truly global university, we never lose sight of our student-centric approach. Supported by teams of passionate people, you'll find endless opportunities for professional development and career progression.

We are proud to be an equal opportunity employer and committed to creating an inclusive workplace. We do not discriminate on the basis of race, colour, religion, age, ethnicity, gender identity, sexual orientation, disability, or any other protected characteristic. We encourage applications from Aboriginal and Torres Strait Islander peoples for all positions.

What we offer

• Flexible working conditions and hybrid options.
• The mandate and sponsorship to deliver changes that matter.
• Professional development and leadership pathways.
• A collaborative, purpose-driven culture where great ideas become real improvements.

Hiring process

We aim to provide you with the information you need at every stage of the process. If you have accessibility requirements, please contact for confidential support.

We are a 2025 Circle Back Initiative Employer and commit to respond to every applicant.

To learn more about what makes Torrens University Australia a great place to work, visit

We'd love to hear from you.

If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department