Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We’re better and bolder together.
TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco; we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.
Could that be you?
Your Opportunity
As our valued Strategy Governance Analyst, you will play a vital role in managing and coordinating strategic transformation initiatives of the Customer Care organisation to deliver TPG Telecom’s Care vision and business benefits. Reporting to the Senior Partner Manager Commercial & Governance, this role conducts governance activities that monitor, measure, and support our contact centre operations and partners, both on-shore and off-shore, to meet their service obligations, performance targets, and business requirements.
This role plays a key role in keeping our contact centre partners accountable to their contractual obligations, ensuring Customer Operations meets best practice and high service standards.
A key facet of the role is preparing clear, engaging, and insight-driven visual aids, packs, and presentations. This supports the communication of strategic plans, performance results, and progress of key initiatives.
The role collaborates closely with contact centre partners, operational leaders, and Customer Operations leaders, maintaining awareness of performance and service delivery expectations.
You'll Make Impact By
Managing monthly governance processes across all Customer Operations contact centre partners and operations systematically.
Executing governance activities such as KPI target setting, service relief assessments, and performance reviews in a timely manner.
Coordinating small projects and communicating with stakeholders to track deliverables.
Conducting audits, risk assessments, and budget reviews as needed.
Providing commercial analysis on billing models and charging principles to ensure correct charges.
Liaising with internal and external stakeholders to understand performance results, document processes, and conduct reviews.
Handling contractual changes, including preparing change control documents and supporting contract reviews and renewals.
Preparing visual aids and presentations to communicate performance, strategic frameworks, and initiative statuses to leadership.
Organizing performance reviews for various audiences, including senior leadership.
Aligning with stakeholders to craft narratives for presentations.
Participating in forums to gather insights on performance trends.
Maintaining communication repositories, action plans, and meeting minutes.
Promoting a mindset of service excellence, continuous improvement, and best practices in all activities.
What You’ll Bring
Understanding of business governance or operations within Telecommunications or a service industry.
Experience in governance, analysis, vendor management, or compliance roles is advantageous.
Excellent PowerPoint and visual communication skills.
Ability to translate complex concepts into clear visual communication.
Storytelling skills with data, turning KPIs into engaging narratives.
Ideally, You Will Also Have/Be
Highly organized with excellent communication and attention to detail.
Good analytical skills and Excel proficiency.
Strong stakeholder management and ownership of actions.
Effective engagement and collaboration skills across levels.
Outcome-driven with good prioritization skills.
Trustworthy, maintaining confidentiality and integrity.
Flexible but committed to high standards.
What's in it for you?
Flexible hybrid working (home and office).
Free mobile plan and NBN plan.
Additional leave days annually.
Access to learning platforms and development opportunities.
Discounts through corporate partners.
Join us to build a better future. Apply today.
Don’t meet every requirement? That’s okay! We value diverse experiences and encourage you to apply, even if some qualifications aren’t exact. Learn more about life at TPG Telecom here.
We acknowledge the Gadigal People of the Eora Nation as the traditional custodians of the lands where our office is located in Barangaroo.
Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes from recruitment agencies. We are not responsible for fees related to unsolicited resumes.
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