AddressWe’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
The Manager CF&D will lead multiple onshore and offshore teams managing services that span SD-WAN, IoT, 5G, IPVPN, and Fibre/Copper technologies. The role will oversee the functions of Customer Onboarding Team and Service Delivery, ensuring adherence to customer SLAs, leadership and development of leaders and teams, re-engineering of processes and optimisation of efficiency and costs. Collaboration with sales and cross-functional teams is paramount, removing obstacles to deliver end-to-end customer satisfaction. Teams under this leadership are both onshore and offshore through our 3rd party Partner, Tech Mahindra. Key to success in this role is driving synergy and optimal performance across all teams and stakeholders.
Your leadership extends to identifying opportunities in all functional processes under Onboarding and Delivery to enable seamless transitions for clients and bolstering TPG Telecom's brand as a customer-centric organisation.
Responsibilities
- Implement clearly defined processes and workflows to optimize customer experience and team efficiencies, ensuring adherence to committed SLAs and deliverables, Drive team to performance outcomes
- Lead and develop leaders and teams both onshore and offshore to deliver against committed SLAs and within budget
- Work with reporting teams/Customer Service Improvement within E&G Operations to create and deliver reporting showcasing the team’s performance and other leading KPIs as part of key success criteria for optimal service delivery performance
- Identify, analyse, and showcase trends & patterns that will form business cases as part of your continuous improvement program through clear and concise reporting
- Conduct daily review of team’s resourcing & workload to ensure sufficient coverage and timely completion, remove any bottle necks in a timely manner
Knowledge and experience
- Proven ability to encourage, motivate and influence positive performance results and behaviours, with a minimum of 5years’ experience in a leadership position
- Proven experience in managing business process outsourcing or similar roles, preferably within the telecommunications industry (5+ Years)
- Highly experienced in using a “business solutions” type approach, utilising TPG Telecom’s product and services to identify customer needs and sell into applicable market sectors
- Exceptional knowledge and understanding of customer operations provisioning & hardware management processes when selling into TPG Telecom market sectors, including both Telco and ICT
- Strong understanding of TPG Telecom’s business and the competitive marketplace
- Strong knowledge of all political and economic influences that could affect TPG Telecoms businesses and the broader marketplace
- Management of high value SMB and Enterprise & Government portfolios, including the management of multi-million-dollar opportunity pipelines and individual deals
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
Bolder and better together!
Don’t meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!
We’re all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
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.
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