Customer Operations Improvement Lead

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.

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 initiative

Work 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