Partner Operations Manager

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 OpportunityThis role is responsible for managing all operational and customer service aspects of all 3rd party contact centre partners. The Partner Operations Manager will be responsible for the operational and commercial delivery of all these partners, along with successfully driving Service initiatives within the agreed timeframes and quality standards. A key priority for the role is ensuring TPG Telecom's customers receive high quality customer service through the 3rd party suppliers and inhouse contact centres.Responsibilities

• Operational Management of Service partner/s
• Ensure effective operational delivery and management to meet TPG's requirements
• Manage any contractual non-compliance issues and escalate where required Work with the 3rd party contact centre partner/s and or service partners to develop strategies to deliver Key Performance Indicators that meet and exceed business needs
• Liaise with the 3rd party contact centre partner/s and service partners to build effective relationships with operational input into operational design
• Produce appropriate weekly/monthly reporting and Management Information as required
• Represent at regular Operational review meetings
• Work closely with the Quality, Operational Teams, Product Management Teams and Customer Experience Teams to drive continuous improvement, process changes and system automation

Knowledge and experience

• Strong knowledge and understanding of 3rd Party operations
• Experience with managing supplier relationships and related Contracts
• Strong knowledge of contact centre operations and strategy would be preferred
• Proven influencing and negotiation skills
• Ability to manage cross-functionally at all levels of an organisation
• Excellent communication, liaison, presentation and stakeholder management skills at all levels within the organisation
• Flexibility to positively adapt and champion change in a dynamic business environment

Benefits and perks

• Flexible hybrid way of working (work 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!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.#LI-Hybrid #LI-SM1We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.