Process Improvement Analyst

at  Public Trust

TE TARI TIAKI IWI | THE ORGANISATION THAT TAKES CARE OF PEOPLE

At Public Trust, we take pride in our purpose of empowering all New Zealanders to build and protect their legacies. How have we done that for nearly 150 years?
It’s simple: our people.
To deliver on this purpose and provide the best for our people and customers, we’re always looking for ways to improve. We are looking for a Process Improvement Analyst to join our Retail Operations team in a permanent role.

KO WAI MĀTOU | ABOUT US

Public Trust is New Zealand’s largest trustee services organisation. As an Autonomous Crown Entity, Public Trust was established in 1873 to provide all New Zealanders with independent and reliable trustee services. We have over 400 employees operating from 23 customer centres and a number of part time and appointment only sites across New Zealand.
Our values are: People are at the heart of everything we do | We make the tricky seem simple | We are better when we work together | We have the courage to make a difference.

This role is responsible for identifying, analysing and implementing process improvements that make it easier for our people to provide an outstanding customer experience.
Working closely with our Operations team, business leaders and project working groups, this role will take a collaborative approach to redesigning processes with our people and customers at the heart. You will be responsible for end-to-end process design, including leading engagement with subject matter experts around the organisation, to ensure processes are fit for purpose and future-focused.
In addition the successful candidate will champion some of the digital tools we use to support the onboarding of clients and management of customers feedback. You will own these tools and look for ways to enhance their usability working closely with our external partners. This role will suit someone who is curious about how technology can simplify how we work and loves to try new things.
You will also play a lead role in managing our knowledge repository content, creating knowledge content that guides our teams in how to do their work and collaborating with our learning team to ensure these are captured in our learning management system.
We want the best person for the role so the location is flexible with the ability to work from home. Ideally we would like you to be able to spend some of the time at one of our 23 locations so you can work with some of our people and get a better understanding of our processes.