12 Dec
Victoria International Container Terminal
Port Melbourne
Who we are:
Victoria International Container Terminal is Australia's leading automated container terminal located in Port Melbourne. Our unique location on the bay side of the West Gate Bridge, means faster turnaround time for imports and exports and easier berthing for larger vessels. Larger vessels are now coming to the Port of Melbourne for service by VICT.
Our innovation lies in integration – selecting world class technologies to provide seamless operations end to end. VICT’s high-tech terminal ensures a safe working environment for its employees and customers with a proven and enviable track record in setting high safety standards.
VICT is a subsidiary of ICTSI, a Philippines owned company who operate 33 container terminals in 19 countries across the globe.
Our mission:
Our mission is to provide a highly efficient, sustainable, safe and reliable gateway for goods to Australian consumers, driving the Victorian economy and the prosperity of both our community and our business.
Our vision:
Our vision is to be the global benchmark in delivering leading container performance for landside and shipside terminal services and customer experience. We will achieve this through our passionate team forging trusted and productive relationships and leveraging our unique location and our innovative services integrated with our advanced technology and equipment solutions.
Summary of the role:
We are looking for a Business Process Improvement and Customer Engagement Analyst, to join our energetic Commercial team at the VICT! The incumbent will play a key role in supporting the enhancement of operational processes, customer satisfaction initiatives, and business performance tracking within VICT.
The position requires a combination of analytical skills, stakeholder engagement, and knowledge of maritime logistics to assess current systems, identify operational inefficiencies, and contribute to the development of solutions. This role provides a foundation for building expertise in both strategic business planning and the implementation of operational improvements within a complex, multi-stakeholder environment.
If you thrive in a dynamic, fast-paced environment, with opportunities to engage with various departments and external stakeholders and enjoy balancing enhancing operational processes and customer satisfaction initiatives, then please apply!
The salary band for this role is $75,000-$85,000 per annum + super
Key Responsibilities:
1. Customer Engagement and Stakeholder Relationship Management:
- Engage with internal and external stakeholders (including shipping lines, freight forwarders, and transport providers) to understand their needs and challenges.
- Support customer consultation processes, focusing on performance outcomes, operational challenges, and opportunities for improvement.
- Gather and analyze data related to customer satisfaction, service performance, and business relationships to help shape customer engagement strategies.
2. Strategic Business Planning and Analysis:
- Assist in the development of strategic objectives, plans, and initiatives to achieve customer satisfaction and resource efficiency.
- Conduct research on VICT’s customers, competitors, and the broader supply chain to assess market positioning, service offerings, and performance indicators.
- Support the development of commercial and strategic insights based on data-driven analysis of the maritime logistics sector.
3. Operational Systems Review and Process Improvement:
- Collaborate with various departments to observe, document, and analyze existing workflows, systems, and procedures.
- Assist in mapping out business processes, identifying inefficiencies, and providing recommendations for process optimization.
- Contribute to the development and revision of Standard Operating Procedures (SOPs) to improve consistency and operational efficiency.
- Support change management initiatives by assisting in the implementation of revised processes, procedures, and instructions.
4. Performance Monitoring and Reporting:
- Assist in preparing regular reports on service performance, operational data, and key performance indicators (KPIs) for both internal and customer-facing purposes.
- Analyze internal reports to assess service performance against contractual agreements and identify areas for improvement.
- Participate in monthly and quarterly meetings with customers to review service delivery and performance metrics.
5. Problem Solving and Solution Development:
- Support internal teams in addressing operational challenges and customer-facing issues by applying structured problem-solving methodologies.
- Contribute to the development of solutions that align internal capabilities with customer expectations, ensuring value-driven improvements.
- Assist in drafting proposals and recommendations for workflow revisions, process optimization, and the resolution of organizational challenges.
6. Compliance and Documentation Review:
- Review current operating procedures to ensure alignment with standards and best practices.
- Identify any deviations from formal procedures and assist in preparing preliminary compliance assessments.
- Support the documentation of operational changes and assist in updating manuals, SOPs, and other corporate records to reflect revised practices.
Qualifications:
Education: Degree in Business, Logistics, Management, or a related field.
Skills:
- Strong analytical and research skills with the ability to interpret data and identify trends.
- Excellent communication and collaboration abilities, with a demonstrated capacity to engage with both internal teams and external stakeholders.
- Understanding of systems analysis and process mapping.
- Familiarity with change management, compliance, and performance evaluation frameworks.
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word), with knowledge of industry-specific tools an advantage.
Attributes:
- Ability to think strategically and analytically.
- Strong problem-solving capabilities and solution-oriented mindset.
- A proactive approach to learning and adapting to new challenges.
- High attention to detail, with a focus on precision in reporting and documentation.
- Ability to work collaboratively in cross-functional teams.
What's in it for you?
We value innovation, teamwork, and a passion for excellence. VICT is proud to offer a supportive and inclusive workplace that celebrates equal opportunities, diversity and new standards in workplace safety for the industry, as well as competitive salary and benefits packages, and opportunities for growth and development.
Some of our employee benefits on offer are:
- Free onsite parking and EV charging stations.
- EAP access.
- Novated Leasing.
- 18 weeks paid leave for primary carer parental leave and 3 weeks paid leave for non primary carer parental leave after 12 months of service.
- Prime Port Melbourne location: Close to the CBD
- A chance to work for Australia's only fully automated container terminal.
- Global-standard new facility with advanced tech and sustainable operations.
- Quarterly Townhall business celebration and communication updates.
- Australian Logistics council member.
- Opportunities for Females to be a part of our Wayfinder partnership, to increase the visibility of your career in the supply chain and logistics industry.
If this sounds like you and you want to continue your career in transport and logistics, or are looking to start your career with us, please APPLY via the link.
Must have unrestricted Australian working rights.
Company Overview
Please visit our company website for more information
📌 Business Process Improvement and Customer Engagement Analyst (Port Melbourne)
🏢 Victoria International Container Terminal
📍 Port Melbourne
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