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 Process & Delivery Lead – Sales (Telco) is accountable and responsible for the end-to-end operational performance of our Consumer Sales (Dodo / iPrimus) functions located in Manila. You will have an eye for detail and continually drive the sales agenda, ensuring compliance, whilst leading operational improvement across our systems and processes to optimise our customer’s sales and on-boarding experience. Provide guidance & technical direction for day-to-day systems issues escalation and remedial actions, and design direction for system enhancements, delivering robust and efficient sales process for our frontline agents. You will work with your activation's colleagues, to ensure all relevant information is captured at point of sale to ensure our customers are successfully onboarded and connected in line with relevant customer and operational requirements, to ensure compliance whilst achieving our fundamental revenue creation KPI’s. What you'll be doing day-to-day Ensure delivery of the Consumer Sales plan and KPI’s: Execute the sales growth objectives for the Consumer brands. Reduce customer effort (improve customer NPS and Customer Effort Score) in the customer sales journey Ensure our sales process is simplified, reduce friction in the process for both our customers and our staff. Increase STP (Straight Through Processing) through system/processes optimisation Ensure 100% of sales processes are documented and maintained to support the team’s delivery of the billing functional area Maintain compliance framework and establish required controls to ensure 100% compliance. Create and monitor adequate sales performance reports and metrics, proactively update and share timely weekly commentary that explains movements in reported results. Provide a framework to develop a highly skilled and engaged team supporting customers in Manila. The role also entails: Create content and knowledge to support the uplift of Sales performance across our Sales and Service teams. Act as Process owner for all Consumer Sales processes. Map and maintain repository of processes, drive changes with a focus on continual improvement. Analyse and understand the experience for customer’s when they interact with Dodo/iPrimus, identifying key opportunities for improvement to our product, processes, systems and people. Analyse and understand our Sales & Service team’s experience and how they process sales and support our customers, developing processes and simplifying systems used day to day to improve efficiency and customer experience outcomes. Review, process and analyse sale to activation percentage (determining root cause, training gaps & system issues to determine ways of increasing Activation volume by delivering better experiences to customers. Support key business initiatives and transformation programs across Retail, supporting products, marketing, sales and service, to develop market leading products and service experience. Engage with suppliers to build relationships to leverage available resources and material to maximise benefit back into business. Identify trends and design strategies with the department managers and SLT to enhance team performance. Listen to team members’ feedback and resolve any issues or conflicts in offshore operations. Motivate team members both onshore and offshore to support delivery key customer experience metrics, including recognizing high performance and reward accomplishments. Building Relationships Establish and maintain effective working relationships with own team and peer groups and key internal stakeholders including billing and activations, product teams, Finance, Sales & Marketing, Digital, Consumer Service, Commercial Management, Commander, Legal and Regulatory teams. Establish and maintain key external stakeholders relevant to the achievement of business objectives including 3rd party vendors, and research partners. What you’ll bring to this role: A strong background in energy sales within the Australian energy market A proactive problem solver. Possess high general technology/PC skills and flexibility in adapting to new procedures, systems and processes. Strong capability in reporting and analytics The ability to effectively communicate and engage with stakeholders of all levels and seniority. A strong focus on delivering results with a clear vision of processes necessary in achieving set targets. An analytical thinker who can identify system and process issues and propose solutions Ability to participate and effectively maintain a team environment. 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. 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 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. Other details