Initiative Lead – Secondment

At Envest Direct Agencies, our purpose is to protect the lifestyle of the outdoor adventurer!

Not only do we own and represent some of Australia’s most recognisable niche brands (Club 4×4 & KT Insurance) in the consumer insurance market, we’re passionate advocates for people to live their best life – and that includes our employees.

As an Initiative Lead, you’ll partner with the Customer Hub leadership team to identify, investigate and manage improvement of EDA business processes and technical issues including end to end transactional processes.

If you’re passionate about driving accountability across the business ensuring changes are implemented in a timely and efficient manner this could be the 6 month secondment opportunity for you….

As an Initiative Lead, you will:

• Support the implementation of initiatives designed by Product Owners and identify opportunities to improve operational processes, particularly in the call centre environment.
• Support the delivery of tactical, site‑specific and function‑specific initiatives that enhance operational efficiency and improve the customer experience.
• Advocate for operational teams when a change or implementation may not work in practice, ensuring initiatives are practical and sustainable.
• Track and monitor critical incidents, system issues, or breaches. Support timely remediation activity, liaise with IT, Portfolio Manager, Product Owners and other relevant stakeholders, and escalate issues where required, while ensuring operational teams are informed and supported.
• Act as the operational point of contact for initiatives, keeping stakeholders updated on progress, risks, and timelines. Facilitate accountability to ensure adoption, follow-up, and timely resolution of issues.
• Work with operational teams to embed new processes, tools, or systems, providing guidance and helping teams understand changes to workflows, systems, or products.
• Support operational testing, UAT, or pilot validations for new initiatives or system changes to ensure they are practical, effective, and fit-for-purpose in day-to-day operations.
• Maintain and update operational process, procedure, and workflow documentation, ensuring changes are captured, accessible, and reflect current practice.
• Track key metrics, identify blockers, capture operational feedback, and report on initiative adoption, efficiency improvements, or risks. Look for opportunities for continuous improvement across systems, processes, and workflows.
• Act as a process and workflow reference for operational teams, helping them understand new system functionality, process changes, or procedural updates.
• Assist with ad-hoc operational projects, continuous improvement initiatives, or process enhancements, and step in to support other operational teams when needed.
• Lead and support critical incident management

What you’ll bring to the role?

• Experience in operational support, business improvement, process coordination, or call centre operations.
• Familiarity with IT systems, workflows, and process documentation.
• Experience supporting or testing operational processes (UAT, pilot programs, or system changes).
• Qualifications in Business Administration, Project Coordination, or a related field are a plus.
• Excellent stakeholder management and communication skills, both written and verbal.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to translate strategic objectives into actionable, measurable outcomes.
• Comfortable working in fast-paced operational environments.
• Collaborative and able to work effectively across teams.