General Manager Business Improvement Group

Are you a strategic dataled operational leader ready to shape the future of BPO performance Symbos is seeking an exceptional General Manager Business Improvement Group to drive enterprisewide optimisation operational excellence and scalable growth across the BPO business

In this newly created role you will lead a highimpact portfolio that will transform how our clients and delivery teams operate lifting efficiency unlocking insights and embedding sustainable improvement across people process and technology.

Why this role matters

As our General Manager Business Improvement Group you are the engine room of continuous improvement. You will translate complex operational data into clear direction partner closely with senior stakeholders and champion a culture of performance and accountability. Your influence will extend across workforce management reporting transformation and core operational capability directly shaping client outcomes and commercial performance.

What youll lead

Operational Excellence & Continuous Improvement

• Drive the identification design and delivery of enterprise improvement initiatives.
• Apply Lean Six Sigma and processreengineering methods to enhance quality productivity and cost outcomes.
• Build a strong culture of datadriven decision making across delivery teams.

Workforce Management & Performance Optimisation

• Own our WFM strategy across forecasting capacity planning scheduling and utilisation.
• Partner with operations to ensure alignment to client demand service levels and commercial targets.
• Diagnose systemic performance issues and embed sustainable solutions.

Reporting Insights & Analytics

• Lead the design and governance of operational and client reporting frameworks.
• Evolve reporting to be forwardlooking and insightled informing decisions not just describing outcomes.
• Turn complex data into practical recommendations for senior leaders and clients.

Client & Stakeholder Leadership

• Work directly with clients and senior internal stakeholders to identify opportunities uplift performance and deliver measurable improvement.
• Collaborate with Technology Finance People & Culture and Analytics teams to drive enterprisewide change.

Governance Change & Capability Uplift

• Lead governance benefits tracking risk management and adoption plans for improvement initiatives.
• Support cultural and capability uplift to embed continuous improvement into daytoday operations.

What you bring

• Senior leadership experience within BPO or largescale outsourced operations.
• Proven ability to deliver continuous improvement programs at scale.
• Strong WFM operational reporting and performance optimisation expertise.
• Lean Six Sigma or similar continuous improvement accreditation.
• Ability to influence at senior levels and drive alignment across diverse stakeholder groups.
• Strong commercial acumen analytical capability and a pragmatic outcomesfocused leadership style.

What success looks like

• Tangible improvements in efficiency utilisation and service performance.
• Insightdriven reporting that shapes decisions for clients and senior leaders.
• Embedded continuous improvement culture across delivery teams.
• Measurable benefits across cost quality customer experience and commercial performance

Ready for the next step

Apply todayor reach out to for more information.

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About Symbos

Symbos is a growing people-powered outsourcing services group with over 30 years of cross-industry experience partnering with more than 250 clients across enterprise government and emerging sectors. Our team of 1200 professionals operates across Australia New Zealand Fiji the Philippines and South Africa delivering meaningful outcomes across customer experience managed services and operational transformation.

We operate with a unique Glocal delivery model locally led regionally integrated ensuring clients benefit from both strong in-market accountability and smart delivery models across regions. With a track record of long-term partnerships award-winning performance and a culture built on agility and collaboration Symbos is a place where great people come to do their best work.

If youre passionate about shaping the future of service delivery and want to be part of a team that values performance innovation and trust Symbos offers the platform to thrive.