Strategy Governance Analyst

2 weeks ago

North Sydney Council, Australia TPG Telecom Full time
We've only just begun, but what a beginning. In a once in a generation moment, we've brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

This opportunity


This role is responsible for managing and coordinating strategic transformation initiatives of the Customer Care organization to deliver TPG Telecom's Care vision and business benefits.

Reporting to the Senior Partner Manager Commercial & Governance, this role conducts governance activities that monitor, measure and support our contact center operations and partners, both on-shore and off-shore, to meet their service obligations, performance targets and business requirements.

This role plays a key role in keeping our contact centre partners accountable to their contractual obligations, to ensure Customer Operations is meeting best practice and a high standard of service to our customers.


Responsibilities

  • Manage monthly governance process across all Customer Operations contact centre partners and operations with a regular and systemic approach
  • Responsible for timely execution of governance activities such as KPI target setting, assessment of service relief and performance penalties, project coordination
  • Govern activities such as audits, risk assessments, budget and cost reviews, as needed
  • Liaise with internal and external (both onshore and offshore) stakeholders to understand performance results, document governance processes, coordinate governance activities, and conduct reviews
  • Responsible for contractual change when required, including preparation of minor change control documents, as well as supporting with larger reviews of master services agreements
  • Accountable for preparing visual aids and presentations, to communicate performance, strategic frameworks, and status of initiatives to the executive and senior leadership teams.
  • Responsible for organizing monthly, quarterly and annual performance reviews catering to audiences including senior leadership
  • Liaise alignment with internal and external stakeholders to understand and craft the narrative for these presentations
  • Participate in performance and commercial forums to gather insights, trends and factors impacting key performance metrics
  • Maintain repositories of communications, packs, partner action plans, minutes of meetings
  • In all your interactions and activities, promote and role model a mindset of service excellence, best practice and continuous improvement

Knowledge and experience

  • Understanding of business administration or operations within Telecommunications or a service industry
  • Experience in a commercial governance, business consultancy, compliance or audit role is advantageous
  • Excellent PowerPoint and visual communication skills
  • Ability to turn complex or high level concepts from senior leaders into clear and meaningful visual communications
  • Storytelling from data with the ability to translate KPIs and achievements into an effective narrative, using interesting and engaging language and formats
  • Highly organised, with excellent communication skills and attention to detail
  • Good analytical skills and Excel proficiency
  • Ability to own actions or deliverables with effective stakeholder management skills
  • Ability to effectively engage and collaborate with stakeholders at various levels
  • Outcomedriven, with the ability to effectively prioritise work to achieve deadlines
  • Act as trusted support advisor who operates with high levels of confidentiality, integrity, and discretion
  • Displays flexibility but is committed to high standards of work

Benefits and perks

  • 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 NBN 100 plan
- 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year

  • Access to TPG Learning Hub platform and internal development opportunities
  • Access to Corporate Partner Discounts

Our TPG Telecom Spirit
We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs.

You will join a supportive company that is diverse and inclusive, and celebrates what makes our employees different, as well what brings us together.

We want you to bring your true self to work, and to feel like your contribution matters. We encourage ambition in everything we do, from telco solutions to customer experience, to community impact. You will have real opportunities to take charge and take control.

Bolder and better together
We are a 2023 Circle Back Initiat

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