Manager - Mobility Service Management Operations

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:

The Manager - Mobility Service Management Operations is a strategic and operational leader responsible for the Leadership of the Enterprise & Government Mobility Service Management function. The role bridges the gap between Customer Experience Strategy, Continuous Improvement and Transformation and Operational leadership of service teams to perform efficiently, effectively, and collaboratively.

The purpose of the role is to use your strong Customer First, Continuous Improvement and Operational skills to sustain growth and drive loyalty and retention through digital first capabilities and a seamless human powered service model augmented with Process, System, People & Operational Excellence.

You'll make impact by:

• Provide leadership of the Business, Enterprise & Government (BEG) Mobility service teams to deliver performance adherence across all key metrics (SLA, AHT, FCR, NPS, digital adoption and agent productivity)
• Design and deliver a renewal journey and program of work to transition customers between product propositions and increase digital adoption to reduce reliance on human powered assistance
• Govern the e2e measurement and reporting across the BEG service functions and ensure functional metrics are clearly defined and reported
• Consolidate weekly, monthly and quarterly BEG mobility service reporting and actionable insights
• Identify and manage all BEG mobility service management risks, issues, escalations and major incidents
• Design seamless, end to end BEG mobility Service Journeys and processes across the tiered support levels
• Drive process excellence, automation and digital adoption through EGB Mobility Service Journeys
• Manage the EGB Mobility Service Model to ensure cohesion of workflow and queues, IVR pathways and operating hours
• Deliver key projects as identified by the Executive General Manager EGW or Head of Operations
• Drive engagement and culture through BEG Mobility Service teams to address targeted Spirit Index drivers
• Lead your people to uplift capability against current competency requirements through targeted development plans

What you’ll bring:

• Seasoned Operations leader with proven ability to embed best practice disciplines and drive accountability and employee engagement
• Experienced Continuous Improvement and Process Excellence Leader with strong execution focus with the ability to deliver tangible outcomes for customers and employees
• Excellent communication & presentation skills
• Strong Analytical skills with a commercial focus
• Experienced in CRM, workflow and pathway

Ideally, you will also have:

• Strong Stakeholder management with ability to influence at all levels
• Telecommunications experience preferred
• Preference for role to be based in Sydney but with monthly presence in the Hobart office

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, high‑speed NBN plan (up to 500 Mbps)
• ‘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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