Process and Delivery Lead - Digital Service (Carlton)

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! About The Role As the Process & Delivery Lead – Digital Service, you will be accountable for the end‑to‑end operational performance of our offshore digital service functions—including live chat and case management delivered through our offshore digital team. You’ll drive operational excellence and compliance, uplift customer experience, and continually improve how we deliver digital service. With a blend of operational leadership, process optimisation, and strategic enablement, you will ensure we meet service targets while evolving our digital capabilities across messaging, automation, and agent‑assist technology. This is a hands‑on leadership role where you will guide the offshore digital team, strengthen vendor performance, and enable better customer outcomes through smarter workflows, improved tools, and exceptional operational performance. What You’ll Be Doing Deliver the Digital Service Plan & KPIs
- Meet or exceed CES/NPS targets, improve First Contact Resolution, and reduce complaint ratios.
- Achieve chat and case SLA targets, optimise AHT and concurrency performance, and reduce backlog and ageing.
- Grow digital adoption and automation by increasing messaging mix, improving deflection, and enhancing agent‑assist usage.
- Maintain high standards of compliance, quality, and process adherence.
- Improve team performance through better schedule adherence, engagement, and retention.
- Deliver efficiencies through reduced cost-per-contact and automation outcomes aligned to the operating plan Leadership
- Oversee day‑to‑day performance of live chat and case operations across multiple brands.
- Partner with WFM to manage real-time operations and balance staffing vs. demand.
- Prevent backlog through prioritisation, escalation handling, and root‑cause identification. Offshore Team & Vendor Leadership
- Provide operational direction across daily, weekly, and monthly rhythms, calibrations, and performance governance.
- Ensure offshore capability, equipment, and connectivity support effective digital service delivery. Digital Service Enablement
- Champion improvements to agent‑assist tools, knowledge management, next‑best‑action, and automation.
- Collaborate with Digital Tech to lift messaging adoption and grow automation and online self‑service features. Process, Quality & Training
- Own and optimise chat and case workflows for simplicity, efficiency, and customer ease.
- Maintain accurate knowledge content in partnership with the Knowledge Management team.
- Translate QA insights into targeted coaching, training, and continuous improvement. Risk, Compliance & Customer Protection
- Ensure all offshore digital operations comply with regulatory, privacy, and risk obligations.
- Maintain documentation and evidence to support audit readiness. Reporting & Insights
- Produce regular reporting on demand, performance, customer outcomes, and automation impact.
- Convert insights into actionable improvements aligned to the digital service roadmap. Relationship Management
- Build and maintain strong relationships across: Billing & Activations, Product, Finance, Sales & Marketing, Digital, Consumer Service, Commercial, Commander, Legal, Regulatory, External vendors, Ombudsman & Manila Operations Special Working Conditions
- Some after-hours availability is required during major operational incidents.
- Overseas travel is required periodically to support offshore operations. Required What You’ll Bring to the role
- Proven leadership experience across offshore/BPO digital service teams at scale.
- Background in Telco or Energy service environments.
- Deep understanding of chat operations (SLA, concurrency, deflection) and case management (ageing, prioritisation, root cause).
- Strong vendor management across multi‑site operations.
- Data‑driven mindset with a track record of operational improvement.
- Experience delivering digital mix shift, messaging uplift, and automation outcomes (chatbots, AI, agent‑assist).
- Strong compliance discipline within regulated environments.
- Excellent technology aptitude and ability to adapt to new systems.
- Strong stakeholder communication skills and the ability to build trusted relationships.
- Year 12 or equivalent professional experience.
- Prior experience leading or supporting sales/service operations. Desirable
- Excellent interpersonal and leadership skills.
- High personal accountability and integrity.
- Strong results orientation.
- A flexible, cooperative mindset and a strong “can do” attitude. 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 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 cooperative 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 protected, 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. Apply on Kit Job: kitjobau.com/job/3qek0l