Your Opportunity

Reporting to a Design and Delivery Manager, this role is responsible for identifying channel operational opportunities and then establishing and driving a continuous program of improvements across the organization.

Primarily this role will be focused on the design and implementation of new initiatives into channel where possible. Learning from external capability, this role will become the gateway for future change to customer operations. Key to the role will be bringing process changes to life across TPG Telecom brands and importantly ensuring key areas of TPG Telecom are bought in and aligned to the requirements necessary to drive positive changes to capabilities.

It is imperative that this role maintains a full understanding of business needs and strategic requirements, business rules as well as the operational framework of all TPG Telecom Channels and customer segments in order to deliver improvements in performance, customer experience and operational excellence.

You'll Make Impact By

Work on a multitude of cross functional projects, at times simultaneously, review, assess and represent TPG Telecom brands Channel requirements & continuously identify improvement opportunities Apply Agile continuous improvement methodology for improvements and delivery into TPG Telecom Channels Oversee end to end delivery ensuring that processes, systems, tools,



forms and channel communication are designed and implemented to meet the optimum delivery requirements for each initiativeWork closely with other team members to define and develop working practices in support of achieving sales and customer experience objectives Work closely with internal stakeholders to regularly prioritise and deliver initiatives based on criticality and ROI – ensure ROA is defined and specified on all projects/initiatives Develop effective working relationships with Sales Teams, Customer Experience, Business Analysis, Customer Care, Marketing and other internal stakeholders Perform regular Vodafone Channel store visits and call listening/Contact Centre visits to understand needs and requirements Contribute ideas, make recommendations and implement improved operational standards to increase customer satisfaction levels Work closely with Operations Teams to co-ordinate project delivery/ensure requirements of the Channels are being met Utilise Agile methodology to ensure delivery is consistent and effective Support the Change Manager in achieving team goals and objectives Actively participate and support team meetings and cultural initiatives

What You’ll Bring A flair for identifying opportunities for process improvement Strong communication skills and attention to detail The ability to build strong working relationships with stakeholders and work in a highly collaborative environment The ability to contribute to the overall direction, implementation,



and completion of assigned projects To work as an effective team member, participate in problem solving initiatives and innovation to enhance the organisations capabilities To strive to complete assigned tasks and duties accurately, completely and by designated deadlines

What's in it for you?

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, high‑speed NBN plan (up to 500 Mbps)‘Your Leave’ - additional leave to be used whenever you like - every yearAccess to TPG Learning Hub platform and internal development opportunitiesAccess to Corporate Partner Discounts

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

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.

IND2

📌 Customer Operations Improvement Lead (Sydney)
🏢 Tpg Telecom
📍 Sydney