Customer Operations Improvement Lead

TPG Telecom; Sydney; Hybrid; AUD 85,000 - 125,000; Full time

Benefits offered by this job

Flexible hybrid working

Stay Connected Mobile plan

Stay Connected NBN plan

Additional paid leave

Learning Hub access

Corporate partner discounts

Job summary

TPG Telecom is seeking a role focused on identifying channel operational opportunities and driving a continuous program of improvements across the organization. The role focuses on designing and implementing new initiatives, learning from external capabilities, and ensuring alignment with key stakeholders to drive performance and customer experience.

You will work with Sales, Customer Experience, Business Analysis and Marketing to prioritise and deliver initiatives, using Agile methodologies to

Qualifications

• A flair for identifying opportunities for process improvement.
• Strong communication skills and attention to detail.
• Ability to build strong working relationships with stakeholders in a collaborative environment.
• Ability to contribute to direction, implementation and completion of projects.
• Team player with problem-solving and innovative mindset.
• Ability to meet deadlines and deliver tasks accurately.

Responsibilities

• Work on multiple cross-functional projects across brands and channels.
• Apply Agile continuous improvement methodology for channel delivery.
• Oversee end-to-end delivery ensuring processes, systems, tools and forms meet delivery requirements.
• Collaborate with Sales, Customer Experience, Business Analysis and Marketing stakeholders.
• Prioritise initiatives based on criticality and ROI with ROA defined on projects.
• Develop relationships with internal teams to support channel improvements.
• Perform regular store visits and customer contact centre observations to understand needs.
• Propose and implement improved operational standards to boost customer satisfaction.
• Coordinate delivery with Operations teams and ensure channel requirements are met.
• Support Change Manager and participate in team meetings and initiatives.

Skills

Opportunity identification

Stakeholder management

Cross-functional collaboration

Strong communication

Agile/continuous improvement

Problem solving

Job description

JOB DESCRIPTION

Reporting to a Design and Delivery Manager, this role is responsible for identifying channel operational opportunities and then establishing and driving a continuous program of improvements across the organization.

YOUR OPPORTUNITY

Reporting to a Design and Delivery Manager, this role is responsible for identifying channel operational opportunities and then establishing and driving a continuous program of improvements across the organization.

Primarily this role will be focused on the design and implementation of new initiatives into channel where possible. Learning from external capability, this role will become the gateway for future change to customer operations. Key to the role will be bringing process changes to life across TPG Telecom brands and importantly ensuring key areas of TPG Telecom are bought in and aligned to the requirements necessary to drive positive changes to capabilities.

It is imperative that this role maintains a full understanding of business needs and strategic requirements, business rules as well as the operational framework of all TPG Telecom Channels and customer segments in order to deliver improvements in performance, customer experience and operational excellence.

YOU’LL MAKE IMPACT BY

• Work on a multitude of cross functional projects, at times simultaneously, review, assess and represent TPG Telecom brands Channel requirements & continuously identify improvement opportunities
• Apply Agile continuous improvement methodology for improvements and delivery into TPG Telecom Channels
• Oversee end to end delivery ensuring that processes, systems, tools, forms and channel communication are designed and implemented to meet the optimum delivery requirements for each initiative
• Work closely with other team members to define and develop working practices in support of achieving sales and customer experience objectives
• Work closely with internal stakeholders to regularly prioritise and deliver initiatives based on criticality and ROI – ensure ROA is defined and specified on all projects/initiatives
• Develop effective working relationships with Sales Teams, Customer Experience, Business Analysis, Customer Care, Marketing and other internal stakeholders
• Perform regular Vodafone Channel store visits and call listening/Contact Centre visits to understand needs and requirements
• Contribute ideas, make recommendations and implement improved operational standards to increase customer satisfaction levels
• Work closely with Operations Teams to co-ordinate project delivery/ensure requirements of the Channels are being met
• Utilise Agile methodology to ensure delivery is consistent and effective
• Support the Change Manager in achieving team goals and objectives
• Actively participate and support team meetings and cultural initiatives

WHAT YOU’LL BRING

• A flair for identifying opportunities for process improvement
• Strong communication skills and attention to detail
• The ability to build strong working relationships with stakeholders and work in a highly collaborative environment
• The ability to contribute to the overall direction, implementation, and completion of assigned projects
• To work as an efficient team member, participate in problem solving initiatives and innovation to enhance the organisations capabilities
• To strive to complete assigned tasks and duties accurately, completely and by designated deadlines

WHAT’S IN IT FOR YOU?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free, high‑speed NBN plan (up to 500 Mbps)
• ‘Your Leave’ - additional leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.