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
Are you ready to lead billing operations across telecommunications and energy products in a business that keeps Australia connected? Vocus is looking for a Consumer Billing Operations Manager to lead end-to-end billing performance across Australia and Manila, strengthen revenue assurance, and deliver accurate, timely and compliant billing outcomes for our customers.
As the Consumer Billing Operations Manager, you will drive billing excellence across consumer telecommunications and energy portfolios, including oversight of network and metering settlements within the National Electricity Market. You will lead engaged teams, improve customer billing experiences, reduce revenue leakage, and partner across the business to deliver continuous improvement across people, processes and systems.
What you’ll be doing
- Lead and develop high-performing billing operations teams across Australia and Manila, including leaders and specialist roles.
- Deliver the Billing Operations plan and key performance outcomes across timeliness, completeness, accuracy, customer effort, eNPS and revenue assurance.
- Oversee billing operations across consumer telecommunications and energy products, including exceptions management, concessions execution, network settlements and metering data.
- Drive improvements in billing platforms, Straight Through Processing, revenue recognition and operational efficiency.
- Act as the central interface between Vocus Australia and Manila operations to safeguard service performance and customer outcomes.
- Ensure regulatory and code obligations are met across relevant bodies, including AER, ESC, AEMO and ACCC requirements.
- Prepare and deliver monthly business reviews with data-driven insights, executive summaries and actionable improvement initiatives.
- Partner with Finance, Consumer leadership, Product, Marketing, Sales, Service, Activations, Change and Capability teams to align billing services with broader business strategy.
- Coach, mentor and develop team members, embedding strong performance practices and a culture aligned to Vocus values.
- Identify operational risks, system issues and improvement opportunities, escalating and resolving matters within appropriate timeframes.
What you’ll bring
- Demonstrated experience leading billing teams in a telecommunications, energy or similarly complex operational environment.
- Strong knowledge of billing operations, pricing, network billing, metering processes, settlements and exception management.
- Experience managing service delivery in a BPO or outsourced operations environment.
- Proven leadership experience managing large teams, budgets, performance reporting and other people leaders.
- Commercial and financial acumen, including budget management and understanding of key value drivers.
- Strong analytical capability and experience using performance insights to drive continuous improvement.
- Experience managing organisational and people change in a fast-moving and ambiguous environment.
- Excellent stakeholder management, communication, planning and decision-making skills.
- Experience with Gentrack and Salesforce would be highly regarded.
- Six or more years’ experience in senior operational management, ideally with exposure to reporting, analytics and outsourcing operations.
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 5 extra days of Vocus leave each year, 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 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.
