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
COP’s Design and Delivery Manager will play a key leadership role within the Customer Operations Team. This role will lead a team of Operational Improvement Specialists and Change Leads focused on Customer Service Operations in across all TPG brands and channels. The role is accountable for the process management, improvement and compliance of process and to provide functional support to our frontline teams with a specific focus on Customer Service, Sales and Continuous Improvement initiatives. The COP’s Design and Delivery Manager will ensure the team have a clear direction on priorities & KPI’s, tools & processes to drive & deliver operational, business & customer experience objectives.
Responsibilities
- Lead and drive a high performing, highly engaged team through coaching, developing and growing individual team members. Ensure opportunity is made available to team members to grow/enhance their skillset and experience
- Analyse, develop, design, document and deliver Sales, Service and Operational improvement processes across all TPG brands and channels
- Engage, consult, assess and support operational considerations, procedures and production readiness for project delivery
- Conduct regular engagements with the wider team and stakeholders to ensure everyone is aware of the team's landscape and progress
- Development, delivery and on-going operational support of operational KPI’s and reporting
- Management of insights and channel compliance
- Timely management and responsiveness to channel support queries and escalation related to systems, processes & communication
- Delivery of team roadmap ensuring all work is resourced, prioritised and scheduled in line with channel, business & customer experience requirements
- Review and finalise the scope of the change in alignment with GTM, project team and Channel
- Change management strategy related actions to be defined (profile the change size, key success measures, identify risks and mitigation, comms and timelines)
- Assess business readiness (impact assessment, stakeholder analysis/engagement) in alignment with the GTM, project team and Channel
- Establish the delivery plans with the supporting teams (communications, training, coaching, resistance management)
- Coordinate and manage the delivery of change management plans activities
- Conduct regular check-ins with impacted stakeholders and teams post go live to gather insights and feedback from customers and staff
- Post launch support to be provided with any issues/queries regarding the changes implemented
- Monitoring any issues/defects identified post launch and support with alternative solutions, communication, etc.
Knowledge and experience
- Experienced in Customer Service and Care Operations
- Experienced in process improvement methodologies
- Solid understanding of how people go through a change and the change process
- Exceptional communication skills – both written and verbal
- Excellent active listening skills
- Ability to clearly articulate messages to a variety of audiences
- Ability to establish and maintain strong relationships
- Flexible and adaptable; able to work in ambiguous situations
- Resilient and tenacious with a propensity to persevere
- Forward looking with a holistic approach
- Organized with a natural inclination for planning strategy and tactics
- Must be a team player and able to work collaboratively with and through others
- Acute business acumen and understanding of organizational issues and challenges
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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