Business Improvement Lead

Vocus; North Sydney Council; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid working environment

Discounts on power, gas, mobile and 1n

Competitive leave options

Job summary

Vocus is seeking a Business Improvement Lead to drive end‑to‑end transformation across Commercial Operations within our Process Centre of Excellence. You will identify pain points, prioritise initiatives, and partner with Sales, Operations, and Delivery to translate challenges into scalable solutions that improve customer and employee outcomes.

You will influence senior stakeholders, manage an improvement backlog, and lead workshops to map current state processes and design future‑state

Qualifications

• 8+ years' experience in business improvement, sales operations, process management, business analysis, enablement or related disciplines.
• Proven success delivering complex improvement programs from problem identification through to implementation and realised business benefits.
• Experience working within enterprise governance frameworks, Centres of Excellence, or structured process management environments.
• Strong understanding of B2B sales, quote-to-order and order-to-activate processes.
• Experience operating within merger, acquisition or integration environments involving multiple systems, processes and stakeholders.

Responsibilities

• Own and run the Commercial Operations Business Improvement Program from intake and prioritisation through to delivery and benefit realisation.
• Identify, analyse and resolve inefficient or broken processes across the sales and service delivery lifecycle.
• Facilitate workshops and process reviews to map current state processes, identify root causes, and design future‑state solutions.
• Apply structured improvement methodologies such as Lean, Six Sigma and Human-Centred Design to deliver measurable outcomes.
• Partner with Sales Support, Sales, Operations and Technology teams to streamline quoting, contract creation, order management and service activation processes.
• Manage and maintain an improvement backlog, ensuring visibility of priorities, progress, risks and outcomes.
• Navigate complexity across dual systems and integrated business environments, identifying opportunities for process rationalisation and simplification.
• Drive adoption of new processes, tools and ways of working through training, enablement and continuous feedback mechanisms.
• Define and track success measures including process performance, SLA adherence, operational efficiency and realised business benefits.
• Translate operational challenges into well‑defined initiatives that contribute to the Sales Mission backlog and strategic delivery roadmap.
• Champion a culture of operational excellence, continuous improvement and data‑driven decision making.

Skills

Process improvement

Stakeholder influence

Lean Six Sigma

Sales operations

Tools

Salesforce

Job description

Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?

We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!

The Opportunity

As the Business Improvement Lead, you'll lead a structured end-to-end improvement program across Commercial Operations, ensuring initiatives are prioritised, governed and delivered in line with enterprise process standards and business objectives.

Working as the Commercial Operations representative within our Process Centre of Excellence (CoE) hub-and-spoke model, you'll identify process pain points, drive continuous improvement initiatives, and help shape how our sales and operational teams work together in the future.

You will act as the bridge between strategy and execution, partnering with leaders across Sales, Operations, Systems, Enablement and Delivery teams to translate operational challenges into scalable, sustainable solutions that improve customer and employee outcomes.

What You’ll Be Responsible For

A key focus of the Business Improvement Lead will be supporting the Vocus integration journey, helping teams navigate dual systems, evolving processes and changing operational structures. You'll establish a clear intake and triage process for improvement opportunities, maintain a visible improvement backlog, and work closely with Sales Mission teams to turn operational insights into strategic initiatives.

Operating as a senior individual contributor, you'll influence stakeholders at all levels of the business while building strong relationships across Sales, Commercial Operations, Delivery, Technology and the Process CoE.

Other responsibilities include;

• Own and run the Commercial Operations Business Improvement Program from intake and prioritisation through to delivery and benefit realisation.
• Identify, analyse and resolve inefficient or broken processes across the sales and service delivery lifecycle.
• Facilitate workshops and process reviews to map current state processes, identify root causes, and design future‑state solutions.
• Apply structured improvement methodologies such as Lean, Six Sigma and Human-Centred Design to deliver measurable outcomes.
• Partner with Sales Support, Sales, Operations and Technology teams to streamline quoting, contract creation, order management and service activation processes.
• Manage and maintain an improvement backlog, ensuring visibility of priorities, progress, risks and outcomes.
• Navigate complexity across dual systems and integrated business environments, identifying opportunities for process rationalisation and simplification.
• Drive adoption of new processes, tools and ways of working through training, enablement and continuous feedback mechanisms.
• Define and track success measures including process performance, SLA adherence, operational efficiency and realised business benefits.
• Translate operational challenges into well‑defined initiatives that contribute to the Sales Mission backlog and strategic delivery roadmap.
• Champion a culture of operational excellence, continuous improvement and data‑driven decision making.

What You’ll Bring to the role

• 8+ years' experience in business improvement, sales operations, process management, business analysis, enablement or related disciplines.
• Proven success delivering complex improvement programs from problem identification through to implementation and realised business benefits.
• Experience working within enterprise governance frameworks, Centres of Excellence, or structured process management environments.
• Strong understanding of B2B sales, quote-to-order and order-to-activate processes.
• Experience operating within merger, acquisition or integration environments involving multiple systems, processes and stakeholders.
• Demonstrated ability to influence senior leaders and drive outcomes without direct authority.
• Experience developing process artefacts including BPMN process maps, SOPs, RACI frameworks, business cases and executive reporting.
• Exposure to Salesforce or similar CRM platforms and a strong understanding of process and system interdependencies.

Desired Experience

• Telecommunications, technology, ICT or related industry experience.
• Lean, Six Sigma, Human-Centred Design or similar process improvement qualifications.
• Experience working in Agile, Waterfall or hybrid delivery environments.
• Experience contributing to business case development, program governance or strategic transformation initiatives.

What We Offer

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

• Diverse and dynamic teams with a supportive and inclusive culture.
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
• Flexible hours and a hybrid working environment
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
• Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
• Study assistance programs to excel your personal growth, learning and development.
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.

With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.

About Us

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.

Ready to take the next step?

If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.