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
The Head of Process Excellence is accountable for materially improving the effectiveness, efficiency and quality of critical processes across Vocus.
The role will establish an enterprise-wide capability model that defines the key end-to-end processes executed across the company, identify the top 10 processes that most directly impact customer experience, cost and operational performance, and apply Six Sigma methodology to deliver measurable improvement.
Success in this role means Customers, People and Partners can tangibly experience improved company efficiency — through faster process execution, reduced wait times, fewer errors, lower rework and clearer accountability.
The role leads a team of 4 process excellence professionals and partners closely with senior leaders across Consumer, B2B, Network and Corporate functions to drive sustainable process transformation embedded within day-to-day operations.
What you'll be responsible for
The key responsibilities of the role are listed below. These may change in response to your personal growth and business demands.
Enterprise Process Strategy & Capability Model
Develop and maintain a comprehensive enterprise capability and process model covering core value streams (Lead-to-Order, Order-to-Activate, Trouble-to-Resolve, Bill-to-Cash, Procure-to-Pay, etc.)
Define end-to-end process ownership and governance structures
Establish a common taxonomy, documentation standards and process measurement framework
Identify cross-functional process fragmentation and duplication across Consumer, B2B and Network domains
Identification & Prioritisation of Critical Processes
Analyse operational, customer and financial data to identify the top 10 enterprise processes driving cost, cycle time and customer friction
Align prioritisation with executive strategy and performance pain points (e.g. NPS, cost to serve, SLA breaches, rework rates)
Present clear business cases quantifying improvement opportunities
Six Sigma & Continuous Improvement Execution
Apply Six Sigma (DMAIC) methodology to redesign and optimise the top 10 processes
Lead root cause analysis, value stream mapping, waste identification and defect reduction initiatives
Embed lean principles to reduce cycle time, bottlenecks and non-value-added activity
Deliver measurable improvements in:
Cycle time reduction
Error/defect rate reduction
Rework and handoffs
Cost to serve
Ensure improvements are sustained via control mechanisms and KPI monitoring
Customer, People & Partner Impact
Ensure redesigned processes improve:
Customer journey speed and transparency
Employee experience and clarity of accountability
Partner onboarding and collaboration efficiency
Translate process improvements into tangible service and satisfaction outcomes
Communicate outcomes in business-relevant metrics (NPS uplift, SLA compliance, churn impact, productivity gains)
Governance & Performance Management
Establish enterprise process KPIs and dashboards
Implement control frameworks to prevent regression
Work with executive leaders to embed continuous improvement into operational scorecards
Drive accountability for sustained performance improvements
People Leadership & Capability Uplift
Lead, coach and develop 4 direct reports (Black Belts / Continuous Improvement Leads)
Build internal process excellence capability within business units
Deliver training and awareness programs to embed continuous improvement culture
Act as enterprise authority on Six Sigma and operational excellence
Cross-Functional Collaboration
Partner with Consumer, B2B, Network, Digital and Finance leaders to align improvement initiatives
Support transformation programs by embedding process discipline
Ensure process improvement aligns to enterprise architecture and technology transformation initiatives
Automation & Digital Enablement
Identify opportunities to support process redesign through automation, AI, workflow tools and system integration
Ensure process improvements are not solely technology-driven but holistically redesigned
What you'll bring to the role
Experience & Domain Expertise
Minimum 10 years’ experience within telecommunications, with strong exposure across operations, BSS/OSS or customer service domains
Proven experience leading enterprise-wide process improvement initiatives in complex environments
Demonstrated success in reducing cycle times, defects and cost-to-serve in large-scale organisations
Qualifications & Certifications
Master Black Belt in Six Sigma (mandatory)
Formal training in Lean or Operational Excellence methodologies
Relevant tertiary qualification in business, engineering, operations or related discipline
Process & Improvement Expertise
Deep expertise in DMAIC, value stream mapping, root cause analysis and statistical analysis
Strong understanding of telco end-to-end value chains (Lead-to-Cash, Trouble-to-Resolve, etc.)
Experience developing enterprise capability and process models
Ability to quantify financial and customer impact of process improvements
Data & Analytical Capability
Strong capability in process performance analysis and KPI development
Experience using performance dashboards and statistical methods to monitor control phases
Ability to synthesise complex operational data into actionable insights
Leadership & Influence
Proven ability to influence senior leaders and drive cross-functional change
Experience building and leading high-performing improvement teams
Strong facilitation and stakeholder engagement skills
Executive-level communication and storytelling capability
Personal Attributes
Systems thinker who sees end-to-end value streams
Outcomes-driven with strong commercial acumen
Resilient and persistent in driving change
High credibility and integrity
Passionate about continuous improvement and operational excellence
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, ****** 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.
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
The Head of Process Excellence is accountable for materially improving the effectiveness, efficiency and quality of critical processes across Vocus.
The role will establish an enterprise-wide capability model that defines the key end-to-end processes executed across the company, identify the top 10 processes that most directly impact customer experience, cost and operational performance, and apply Six Sigma methodology to deliver measurable improvement.
Success in this role means Customers, People and Partners can tangibly experience improved company efficiency — through faster process execution, reduced wait times, fewer errors, lower rework and clearer accountability.
The role leads a team of 4 process excellence professionals and partners closely with senior leaders across Consumer, B2B, Network and Corporate functions to drive sustainable process transformation embedded within day-to-day operations.
What you'll be responsible for
The key responsibilities of the role are listed below. These may change in response to your personal growth and business demands.
Enterprise Process Strategy & Capability Model
Develop and maintain a comprehensive enterprise capability and process model covering core value streams (Lead-to-Order, Order-to-Activate, Trouble-to-Resolve, Bill-to-Cash, Procure-to-Pay, etc.)
Define end-to-end process ownership and governance structures
Establish a common taxonomy, documentation standards and process measurement framework
Identify cross-functional process fragmentation and duplication across Consumer, B2B and Network domains
Identification & Prioritisation of Critical Processes
Analyse operational, customer and financial data to identify the top 10 enterprise processes driving cost, cycle time and customer friction
Align prioritisation with executive strategy and performance pain points (e.g. NPS, cost to serve, SLA breaches, rework rates)
Present clear business cases quantifying improvement opportunities
Six Sigma & Continuous Improvement Execution
Apply Six Sigma (DMAIC) methodology to redesign and optimise the top 10 processes
Lead root cause analysis, value stream mapping, waste identification and defect reduction initiatives
Embed lean principles to reduce cycle time, bottlenecks and non-value-added activity
Deliver measurable improvements in:
Cycle time reduction
Error/defect rate reduction
Rework and handoffs
Cost to serve
Ensure improvements are sustained via control mechanisms and KPI monitoring
Customer, People & Partner Impact
Ensure redesigned processes improve:
Customer journey speed and transparency
Employee experience and clarity of accountability
Partner onboarding and collaboration efficiency
Translate process improvements into tangible service and satisfaction outcomes
Communicate outcomes in business-relevant metrics (NPS uplift, SLA compliance, churn impact, productivity gains)
Governance & Performance Management
Establish enterprise process KPIs and dashboards
Implement control frameworks to prevent regression
Work with executive leaders to embed continuous improvement into operational scorecards
Drive accountability for sustained performance improvements
People Leadership & Capability Uplift
Lead, coach and develop 4 direct reports (Black Belts / Continuous Improvement Leads)
Build internal process excellence capability within business units
Deliver training and awareness programs to embed continuous improvement culture
Act as enterprise authority on Six Sigma and operational excellence
Cross-Functional Collaboration
Partner with Consumer, B2B, Network, Digital and Finance leaders to align improvement initiatives
Support transformation programs by embedding process discipline
Ensure process improvement aligns to enterprise architecture and technology transformation initiatives
Automation & Digital Enablement
Identify opportunities to support process redesign through automation, AI, workflow tools and system integration
Ensure process improvements are not solely technology-driven but holistically redesigned
What you'll bring to the role
Experience & Domain Expertise
Minimum 10 years’ experience within telecommunications, with strong exposure across operations, BSS/OSS or customer service domains
Proven experience leading enterprise-wide process improvement initiatives in complex environments
Demonstrated success in reducing cycle times, defects and cost-to-serve in large-scale organisations
Qualifications & Certifications
Master Black Belt in Six Sigma (mandatory)
Formal training in Lean or Operational Excellence methodologies
Relevant tertiary qualification in business, engineering, operations or related discipline
Process & Improvement Expertise
Deep expertise in DMAIC, value stream mapping, root cause analysis and statistical analysis
Strong understanding of telco end-to-end value chains (Lead-to-Cash, Trouble-to-Resolve, etc.)
Experience developing enterprise capability and process models
Ability to quantify financial and customer impact of process improvements
Data & Analytical Capability
Strong capability in process performance analysis and KPI development
Experience using performance dashboards and statistical methods to monitor control phases
Ability to synthesise complex operational data into actionable insights
Leadership & Influence
Proven ability to influence senior leaders and drive cross-functional change
Experience building and leading high-performing improvement teams
Strong facilitation and stakeholder engagement skills
Executive-level communication and storytelling capability
Personal Attributes
Systems thinker who sees end-to-end value streams
Outcomes-driven with strong commercial acumen
Resilient and persistent in driving change
High credibility and integrity
Passionate about continuous improvement and operational excellence
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, ****** 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.
💡 Quick Summary
Seeking a career-building opportunity? The Head of Process Excellence position is now open for candidates interested in the Architect / Interior Designer Jobs sector. This role in North Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Architect / Interior Designer Jobs is a plus.
