Senior Manager, Commercial And Governance

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 our Senior Partner Manager – Commercial and Governance you will be responsible for managing the relationship, contract governance and KPIs of all 3rd party contact centre suppliers to the Customer Operations and Shared Services function that are providing a service or sales functionality. This includes both onshore and offshore suppliers. A key priority for the role is ensuring TPG Telecom’s customers receive high quality customer service through the 3rd party suppliers.

Responsibilities

• Maintain strong and effective working relationships with third party partners across various geographies, ensuring partners are aligned with TPG’s strategic objectives.
• Provide overall contract and commercial governance with the 3rd party suppliers, manage audit and control schedules to avoid any non-compliance.
• Facilitate governance reviews and reporting of delivery against contractual requirements.
• Review and assess current and upcoming commercial contracts to determine sourcing opportunities that will deliver TPG’s cost savings and business benefits.
• Provide business insight to strategic/tactical decision-making covering 3rd Party operations.
• Ensure the business remains within risk parameters, suitable controls are in place across all business lines and best practice is shared across teams.
• Serve as Project Lead for various major initiatives across Customer Operations and Shared Services function, including any tender process from the pre-qualification stage through to the final bid submission, award of contract and engagement close out.
• Work closely with the Quality and Compliance teams to identify training needs, process changes and system automation, including the effective management of change into the 3rd party contact centre partner/s.
• Work closely with finance to ensure all contract and managed within operational budgets.
• Work closely with Partner Operations Managers to ensure business KPIs are maintained and support the 3rd party contact centre partner/s delivery, performance, and staffing.
• Identify root causes of customer dissatisfaction and drive root cause remediation
• Along with the Partner Operations Managers, review and provide input to short, medium and long term call and workload forecasts.

Knowledge and experience

• This role requires strategic planning, governance implementation, building senior stakeholder relationships, influencing and negotiation skills, and be able to work collaboratively across Finance, Procurement, Legal, Risk and IT Technology.
• The role will require the management of all Supplier relationships within the Governance Framework.
• Significant experience in managing 3rd party contact centre partners
• Experience with managing supplier relationships and related Contracts, including tendering processes and financial aspects
• Ability to understand the business context and geographic factors of our partners
• Demonstrated delivery of transformational business change
• Proven experience in the development and roll out of strategic performance frameworks
• Strong knowledge of contact centre operations and strategy
• 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 paired with Proven influencing and negotiation skills
• Experience in working in complex and high change environments

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? 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 does not 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.

#LI-Hybrid #LI-JG1 #IND2