Business Analyst

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About the Opportunity

Reporting to the Customer Experience Lead, The Business Analyst is responsible for ensuring operational accuracy, financial integrity, and continuous improvement across the Emergency Roadside Assistance ecosystem. The role will be varied across analysis & reporting, financial management, tendering and contract support, budgeting & financial management as well as system improvement, project & change management and compliance auditing. The role will provide useful data & information, make suggestions for process improvements, and drive solutions and outcomes.

Your key responsibilities will be :

• Identify, analyse, and document process improvement opportunities across reconciliation, reporting, and vendor governance.
• Lead the Responsible work for developing and implementing process improvements that enhance experience, accuracy, timeliness, and efficiency.
• Consult with Team Leaders and Workforce Analysts to validate potential improvements and ensure alignment to operational goals.
• Champion simplification, automation, and AI adoption across workflows.
• Identify variances, investigate root causes, and implement process corrections.
• Build and maintain strong working relationships with internal and external stakeholders (Finance, Workforce Planning, Vendor Partners, and Technology).
• Develop, maintain, and distribute reports that capture operational performance, vendor efficiency, and reconciliation outcomes. provide insight into deviations or non-adherence trends.
• Translate data into actionable insights that enable leaders to make informed decisions.

What you’ll need to be successful :

• Qualification in Business, Analytics, Finance, or similar (preferred).
• Proven experience in reporting, reconciliation, or operational analysis.
• Strong Excel, Salesforce, and data visualisation skills (Power BI / Tableau).
• Understanding of automation or AI-based tools (advantageous).
• Experience in contact centre or service operations environments (preferred).Business Knowledge (Preferred)

The RACV difference

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and / or the role, please let our Talent Acquisition Team know.

Applicants will be required to provide evidence of their eligibility to work in Australia and consent to a criminal record check.

Additionally, Applicants must confirm their ability to perform the inherent requirements of the position as outlined in the Job Task Analysis -Corporate and whether any reasonable adjustments may be required.

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