AD, Process Redesign

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.You will work within the Process Centre of Excellence team who are responsible for redesigning, improving and controlling critical processes. This includes process simplification and standardisation to improve our customer and employee experience (EX) as well as translating the Optus Brand promise and ensuring our brand and culture centres around customer and employees.As the Associate Director, Process Redesign you will support with improving customers’ experience redefining processes within their portfolio, along with delivering improved people experience and business efficiencies.What You’ll Do | Your day to day will consist ofDrive high-impact process improvements using data, customer insights, and Lean Six Sigma methodologies to boost efficiency and ROIScope, design, and implement process changes that are well-managed, measurable, and delivered right the first timeBuild strong relationships with senior stakeholders to align strategies and influence cross-functional roadmapsCollaborate with the Process Centre of Excellence to maximise business value and enhance customer experienceLead and mentor a high-performing team while managing budgets to ensure cost-effective delivery of change initiativesWhat You Bring | What makes you perfect for the roleExpertise in process redesign and Lean Six Sigma, with a proven ability to deliver measurable improvements in customer experience, employee engagement, and operational efficiencyStrong strategic and analytical thinking, using data, insights, and structured problem-solving to simplify complex challenges and drive ROIExceptional stakeholder engagement skills, with the ability to influence senior leaders, align cross-functional teams, and embed change across diverse portfoliosLeadership capability, including mentoring Lean Six Sigma trainees, building high-performing teams, and fostering a culture of continuous improvementCommercial acumen, with experience managing budgets, controlling costs, and ensuring efficient delivery of transformation initiativesThe good stuff…. Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.Flexible working arrangements with opportunities to work three days in the office, two days remote or home.Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact, and we will be in touch within 48 hours.For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity