Strategy Governance Analyst

Join a powerhouse of brands that connect customers, businesses and communities.
- Bring your boldness and stand out in an organisation that supports you to shine.
- Access to awesome perks like a free mobile and home internet plan

Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. **We’re better and bolder together.**

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco; we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

**Your opportunity**:
As our valued Strategy Governance Analyst, you will play a vital role_ in _managing and coordinating strategic transformation initiatives of the Customer Care organisation 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 centre 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.

A key facet of the role is the preparation of clear, engaging and insight-driven visual aids, packs and presentations. Through this, this role plays a key role in the communication of strategic plans, performance results, and progress of key business initiatives.

The role collaborates closely with contact centre partners, contact centre operational leaders, and Customer Operations leaders. This role requires keeping your finger on the pulse of how our contact centres and partners are performing and meeting service delivery expectations.

**You'll make impact by**:

- Managing monthly governance process across all Customer Operations contact centre partners and operations with a regular and systemic approach
- Be responsible for timely execution of governance activities such as KPI target setting, assessment of service relief, and performance reviews
- Management and coordination small projects, communicating with key stakeholders appropriately to track deliverables of the project
- Govern activities such as audits, risk assessments, budget and cost reviews, as needed
- Provide sound commercial input and analysis on billing models and charging principles, ensuring the business is charged correctly
- Liaise with internal and external (both on-shore and off-shore) stakeholders to understand performance results, document governance processes, co-ordinate 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 and contract renewal
- 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

**What you’ll bring**:

- Understanding of business governance or operations within Telecommunications or a service industry
- Experience in a commercial governance and analysis, vendor management, 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

**Ideally, you will also have/be**:

- Highly organised with excellent communication skills and attention to detail
- Have 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 vari