Ho Consumer Transformation

Hybrid Work Environment - We Flex to Thrive
- Exciting time to join a top 100 ASX listed business with big goals.
- Access to a great selection of benefits and corporate discounts

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**

As Head of Transformation for the Consumer division, you will be responsible for planning and leading the successful delivery of a multi-year transformation program aimed at simplifying the consumer business, improving customer experience and driving Consumer revenue, margin, acquisition, retention and growth. The role reports to the General Manager, Consumer Strategy & Planning works closely with senior stakeholders across Fixed Products, Mobile Products, Customer Value Management, Sales, Brand & Marketing, the central Transformation team, IT and Finance, to define and deliver the overall consumer transformation.

**Responsibilities**

We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG. Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.

TRANSFORMATION PLANNING
- Define the detailed ~3 year transformation plan and roadmap, aligned to the Consumer growth and simplification strategy, and integrated into the IT transformation program
- Facilitate and manage annual and quarterly planning cycles for the transformation, working with cross functional stakeholders to define the approach and priorities to deliver the transformation objectives
- The transformation planning process should be a slick, effective process that drives broad engagement and alignment across the Consumer division and across the organisation. It will require strong collaboration and stakeholder management across senior leaders
- Frame and define key strategic choices arising through the transformation. Lead analysis and recommendations for key choices
- Work collaboratively to develop the business case and benefit/cost profile of the transformation
- Ensure alignment of the transformation plan to the budget process, trading calendar, central transformation office, IT, COPs etc
- Support the senior leadership in Consumer with executive communications and transformation planning and performance updates to the C-suite and Board of Directors
- Work with consultants to effectively leverage their capabilities and capacity to support transformation delivery

CHANGE MANAGEMENT
- Leverage internal and external change management capabilities to develop and implement a change management plan to support the consumer transformation
- This change management plan will encompass both back office and front office staff, and will require a significant shift in organisational mindset and behaviours
- Ensure continuous and effective communication to stakeholders throughout the transformation

TRANSFORMATION DELIVERY, GOVERNANCE AND PERFORMANCE MANAGEMENT
- Define and regularly review the Key Performance Indicators for the transformation across all business units (including value/customer growth and loss, customer experience, simplification objectives, delivery milestones)
- Define and support leadership of the Consumer Transformation governance framework
- Define and manage the framework for milestone delivery and KPI reporting, leveraging existing company wide frameworks
- Track and manage KPI performance, implementing measures to address any performance gaps
- Ensure all related risks are effectively managed, establish new controls to support transformation risk management

CROSS-FUNCTIONAL LEADERSHIP
- This role is a key cross-functional leadership role responsible for developing relationships and collaborating with senior stakeholders to develop and deliver on the Consumer transformation
- You play an important role in ensuring understanding and implementation of the Consumer strategy and transformation throughout the Consumer division and more broadly across TPGT
- The role holds shared responsibility for Consumer financial targets of customer base numbers, revenue and margin and the achievement of these budgets in support of business performance and growth.
- You are responsible contributing to the engagement and culture of the Consumer Division and Strategy & Planning team and ensuring you role model appropriate behaviours through your leadership.
- You will be responsible for identifying and leading improvement opportunities within the team, as w