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 advantages.





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

Essential Experience 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.

📌 Business Improvement Lead (North Sydney)
🏢 VOCUS
📍 North Sydney