Lead, Process Improvement

Fixed Term, 12-month role

Footscray based

Hybrid role

About Greater Western Water

We’re water… and more.

GWW is a Victorian government owned water corporation that provides an essential service to some of the fastest-growing communities in Australia, stretching from Melbourne’s CBD to Lancefield in the north and Bacchus Marsh in the west. Click here to learn more

Benefits

• We embrace flexibility and connection with a balance of on-site and WFH
• Free onsite parking (subject to availability)
• Gender neutral, 16-week parental leave available from commencement
• Monthly work life balance day off to treat yourself (if full-time)
• Free income protection and salary continuance insurance
• Access to corporate health insurance deals with major providers
• Wellbeing, prayer, and sensory rooms in the Footscray and Sunbury office

The opportunity

As Lead Process Improvement, you will play a key role in driving operational excellence at Greater Western Water. You will lead improvements across billing and collections, shaping end to end process design, controls and compliance pathways in a regulated environment. Working with dedicated content writers, you will ensure process changes are clearly documented and embedded, using insights from quality, risk and customer feedback to inform ongoing redesign. Your work will simplify how work gets done, strengthen compliance and enable our people to deliver better outcomes for GWW customers.

Responsibilities

• Develop a prioritised process improvement roadmap across billing and collections, sequencing redesign work to support a stable and compliant billing environment.
• Lead analysis of current state processes linked to billing and collections, collaborating across teams to understand technology, people and control impacts.
• Lead the design of future state processes, controls and compliance pathways that improve operational stability and make it easier for our people to serve GWW customers.
• Work with dedicated content writers to translate agreed processes into clear procedures, guides and work instructions that are easy to access and maintain.
• Ensure the Voice of the Customer and frontline feedback are central inputs to all redesign and improvement activity.
• Provide expertise, guidance and coaching to leaders and teams to lift process discipline and continuous improvement capability across GWW.
• Create, manage and govern the Continuous Improvement Knowledge Hub so that local processes are captured, updated and sustained over time.

Skills & Experience

• Extensive experience as a process analyst on complex, technology- and change-driven projects.
• Proven expertise in Business Process Re-engineering and applying industry-standard process documentation techniques (e.g., swim-lanes).
• Strong track record of producing high-quality process documentation, including process maps, workflows, and detailed work procedures.
• Skilled in process mapping to depict AS-IS and TO-BE solutions and proposals.
• Experience with Lean Six Sigma or similar process improvement methodologies.
• Exceptional analytical and data interpretation skills.
• Excellent written and verbal communication skills, able to engage stakeholders at all levels.
• Collaborative team player with strong interpersonal skills to drive cross-functional engagement.
• Previous experience working in Agile environments, preferably across operational areas.
• Experience in regulated industries, public sector, or utilities environments is preferred but not essential.

See yourself thrive

Our vision for GWW is Thriving People and Country. We aim to be as diverse as the communities we serve and are deeply committed to building a workplace where everybody thrives. We’re supportive, inclusive, and friendly, and value everyone for who they are and what they can bring.  

We’re seeking applicants across all cultural backgrounds, genders, and abilities, and will make reasonable adjustments as required, so please talk to us about what you need.

Don’t meet every single requirement? If you’re excited about this role, we encourage you to apply.

Don’t delay your application, include your resume, and cover letter (no more than 1 page), shortlisting will commence asap!

The successful candidate will be required to complete pre-employment checks, including reference checks, medical assessments, a national police check, and verification of working rights in Australia.

Applications close Friday 12th December 2025