Process Improvement & Robotic Process Automation Senior Analyst

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 Process Improvement & Robotic Process Automation (RPA) Senior Analyst, you will play a vital role in supporting Customer Care in developing and implementing RPA to improve customer experience and improve efficiency and staff engagement. This will be done through data driven decisions to target the right process’s which will give us the maximum outcomes. You will drive efficiency, reduce operational costs, and improve overall business performance by implementing process enhancements, automation solutions, and industry best practices. Your efforts will directly contribute to our ability to deliver outstanding customer experiences to our customers while reducing our operational complexity.

You'll make impact by:

• Collaborating with stakeholders to deliver RPA initiatives and optimising existing automations.
• Designing automations based on requirements, including inputs, processes, outputs, and error handling.
• Staying informed about industry trends in generative AI, RPA, and process mining.
• Leading business process improvement reviews to identify automation opportunities.
• Managing an automation pipeline and troubleshoot issues as needed.
• Fostering relationships within the team and ensuring adherence to governance standards.
• Leading hackathons or brainstorming sessions to stimulate ideas for new RPA opportunities.

What you’ll bring:

• Proven experience in RPA service delivery, ideally in a high-volume consumer environment.
• Experience in analysing datasets, strong analytical and problem-solving abilities, attention to detail and ability to measure success.
• Customer First centric mindset: Listens to and hears customer’s needs.
• Proficiency in Microsoft Excel.
• Business process modelling, Six Sigma, Lean, Agile or any other similar methodologies.
• RPA platforms and automation tools (UiPath preferred but not a prerequisite).
• Excellent project management skills with a track record of successful delivery.

Ideally, you will also:

• Be customer-centric, focused on business outcomes, creates order in ambiguity.
• Be proactive, responsible, curious, and with high integrity.
• Have strong interpersonal skills, collaborative team player.

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 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

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

We’re a 2024 Circle Back Initiative Employer – we commit to responding to every applicant.

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.

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