Strategy & Governance Analyst

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, to ensure Customer Operations is meeting best practice and a high standard of service to our customers.

A key facet of the role is the preparation of clear, engaging and insight-driven visual aids, packs and presentations. Through this, this role plays a key role in the communication of strategic plans, performance results, and progress of key business initiatives.

The role collaborates closely with contact centre partners, contact centre operational leaders, and Customer Operations leaders. This role requires keeping your finger on the pulse of how our contact centres and partners are performing and meeting service delivery expectations. 

You'll make impact by:

• Managing monthly governance process across all Customer Operations contact centre partners and operations with a regular and systemic approach 
• Be responsible for timely execution of governance activities such as KPI target setting, assessment of service relief, and performance reviews
• Management and coordination small projects, communicating with key stakeholders appropriately to track deliverables of the project
• Govern activities such as audits, risk assessments, budget and cost reviews, as needed
• Provide sound commercial input and analysis on billing models and charging principles, ensuring the business is charged correctly
• Liaise with internal and external (both on-shore and off-shore) stakeholders to understand performance results, document governance processes, co-ordinate governance activities, and conduct reviews
• Responsible for contractual change when required, including preparation of minor change control documents, as well as supporting with larger reviews of master services agreements and contract renewal
• Accountable for preparing visual aids and presentations, to communicate performance, strategic frameworks, and status of initiatives to the executive and senior leadership teams.
• Responsible for organizing monthly, quarterly and annual performance reviews catering to audiences including senior leadership
• Liaise alignment with internal and external stakeholders to understand and craft the narrative for these presentations
• Participate in performance and commercial forums to gather insights, trends and factors impacting key performance metrics
• Maintain repositories of communications, packs, partner action plans, minutes of meetings
• In all your interactions and activities, promote and role model a mindset of service excellence, best practice and continuous improvement

What you’ll bring:

• Understanding of business governance or operations within Telecommunications or a service industry
• Experience in a commercial governance and analysis, vendor management, business consultancy, compliance or audit role is advantageous
• Excellent PowerPoint and visual communication skills
• Ability to turn complex or high-level concepts from senior leaders into clear and meaningful visual communications
• Storytelling from data with the ability to translate KPIs and achievements into an effective narrative, using interesting and engaging language and formats

Ideally, you will also have/be:

• Highly organised with excellent communication skills and attention to detail
• Have good analytical skills and Excel proficiency
• Ability to own actions or deliverables with effective stakeholder management skills
• Ability to effectively engage and collaborate with stakeholders at various levels
• Outcome-driven, with the ability to effectively prioritise work to achieve deadlines
• Act as trusted support advisor who operates with high levels of confidentiality, integrity, and discretion
• Displays flexibility but is committed to high standards of work

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.

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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