Head of Service Operations Centre

Your opportunity:

Reporting into the General Manager of Technology Service Operations, The Head of Service Operation Centre is responsible for leading and managing the Service Experience Centre, ensuring the delivery of exceptional customer experiences across all touch points. This role oversees the development and implementation of strategies, processes, and technologies to enhance customer satisfaction, loyalty, and retention.

This is a leadership role responsible for developing and implementing plans aligned to the functional strategy. This will include aligning strategic direction for the areas of expertise you are responsible for with the functional strategy. You will play an important role in implementing the strategy through your cross functional operational team. You will be accountable to lead Customer experience improvement initiatives within OneTech and in collaboration with Business cross functional teams.

You'll make impact by:

• Exceptional Customer Experiences: Ensure the delivery of seamless, personalised customer experiences across all touchpoints. Building, maintaining and identifying ongoing relationships with key stakeholders within all business units where they impact customer experience.
• Increased Customer Loyalty: Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.
• Data-Driven Decision Making: Use customer insights and data analysis to inform business decisions and drive customer-centric initiatives.
• Leadership and Management: Lead and manage the Service Experience Centre team, providing guidance, coaching, and development opportunities. Foster a culture of customer-centricity, innovation, and continuous improvement.
• Strategy and Planning: Develop and implement strategies to enhance customer experience, satisfaction, and loyalty. Conduct customer feedback analysis and market research to identify areas for improvement.
• Process Optimisation: Design, implement, and optimise processes to ensure seamless customer experiences across all touch points. Collaborate with cross-functional teams to align processes with business objectives.
• Technology and Tools: Evaluate, recommend, and implement technologies and tools to enhance customer experience, such as customer feedback platforms, and analytics tools. Ensure effective integration of technologies with existing systems.
• Performance Metrics and Analysis: Develop and track Customer experience indicators (CEI) to measure customer satisfaction, loyalty, and retention. Analyse data to identify trends, opportunities, and areas for improvement.
• Customer Insight: Develop and maintain a deep understanding of customer needs, preferences, and behaviours. Use customer insights to inform business decisions and drive customer-centric initiatives.
• Performance, growth, and development of the team and ensuring role model appropriate behaviours through leadership.
• Identifying and leading improvement opportunities within the team, as well as ensuring appropriate controls are in place to manage risks, including the protection of TPG systems and information.
• Effective communication and influence change across multiple stakeholders and levels.

What you’ll bring:

• Experience leading and managing teams internally and externally.
• Excellent analytical skills and attention to detail.
• Proven leadership qualities with a collaborative engagement style.
• Ability to adapt quickly, be a self-starter, work effectively with multiple groups, and follow issues through to resolution.
• Excellent communication skills.
• Strong interpersonal skills and an ability to easily develop new relationships with both suppliers and colleagues.
• Ability to influence and build trust with senior leaders within TPG.
• Ability to build high-performing teams, maintaining shape and effectiveness through change.
• Excellent budget management skills.
• Knowledge of automation and reporting tools.

Come join us and build a better future. Apply today.

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.