Capability & Operational Excellence Manager

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
Join us in this exciting Melbourne or Sydney based role as Capability and Operational Excellence Manager In this key role you’ll enable the successful transition of the Consumer business to a Digital, low-cost operator delivering awesome customer experiences by growing and nurturing our frontline team member capability with effective tools and resources. Additionally, you’ll drive the delivery of brand, approaches, and experiences to drive digital customer adoption, and embedding for significant projects in our offshore Manila operations.
What you’ll be doing day-to-day
- Build, lead, and develop the Australian based Capability and Operational Excellence team, including definition of roles and responsibilities, development of KPI’s, and management of headcount to budget.
- Develop capability within the leadership group to ensure continuous succession planning and eliminate key person dependence.
- Prepare the annual operating plan to execute against KPIs and ensure alignment of the team to that plan.
- Preparation of a monthly business review with data driven insights and actionable initiatives.
- Drive performance to agreed standards across multiple channels and metrics, always seeking to exceed performance expectations and improve transactional and interaction quality.
- Manage the Australian and Manila budget and work closely with the Service and Sales teams to effectively manage resourcing levels in accordance with budgetary and commercial targets.
- Develop and maintain competencies for frontline team members to deliver awesome customer experiences.
- Work collaboratively across the Consumer group to deliver better customer experiences (through better agent experience).
- Ensure that the Consumer group meets its regulatory requirements related to accountability areas in scope of this role.
- Lead and drive the engagement / wellness / success of the overall Capability and Operational Excellence Team in Australia and Manila.
- Contribute to the engagement / wellness / success of the overall CCO team and the direction of the CCO team through active participation in the CCO Leadership Team.

What you’ll bring to this role
- Demonstrated experience in the Telecommunications or Energy industry, specifically of customers from brands for involvement in capability management.
- Strategic thinking and the ability to connect dots for self and team between business strategy, strategic programs, operational execution, and behavioural change required for customer facing and support teams.
- Demonstrated experience in successfully engaging and empowering teams so they are high performing and delivering results.
- Proven influencer to both internal and external stakeholders across different cultures.
- Strong stakeholder management skills with a driven, highly proactive, and energetic mindset.
- Strong understanding of capability levers principles, methodologies, standards, and tools.
- Well-developed coaching, development and influencing skills to effectively engage and lead a team.
- Top-down problem-solving skills coupled with analytical skills.
- Demonstrated understanding of customer experience, journeys and highlighting opportunities that inspire action and change.
- Demonstrated experience partnering with technology teams to design, build and implement customer centric solutions that reduce effort for customers and deliver low-cost outcomes.
- Demonstrated experience leading virtual teams to drive cross company outcomes.

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 benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service
- 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