Manager, Customer Onboarding & Service Delivery

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:

TPG Telecom, Australia's premier telecommunications leader, seeks a versatile Manager of Customer Onboarding & Service Delivery to spearhead service excellence across Enterprise & Government customer segments. This critical role encompasses oversight of onboarding experiences, provisioning, delivery, and ensuring seamless client delivery experiences. The Manager- Customer Onboarding & Service Delivery will lead an onshore team of Customer Onboarding Managers & Project Managers to seamlessly onboard and welcome new Enterprise & Government customers into Mobility, Internet of Things (IOT) and Mobile Private Network (MPN) technologies.

The role will oversee the functions of Customer Onboarding Team and Service Delivery, ensuring adherence to customer SLAs, leadership and development of teams, re-engineering of processes and optimisation of efficiency and costs. Collaboration with sales and cross-functional teams is paramount, removing obstacles to deliver end-to-end customer solutions. Key to success in this role is driving synergy and optimal performance across the team and in all interactions and dealings with vendors and stakeholders. Your leadership extends to identifying opportunities in all functional processes that underpin Onboarding and Delivery to enable seamless transitions for customers and bolstering TPG Telecom's brand as a Customer First organisation.

This role is seeking a disciplined, operational mindset with the ability to inspire and communicate with confidence to customers, your team, peers, immediate leader, and wider senior leadership team. You will own the direction fand performance or this function and drive processes and operational excellence to deliver services efficiently and effectively

You'Ll Make Impact By:

• Continually improving functional processes and workflows to optimise customer experience and team efficiencies, ensuring adherence to committed timeframes and deliverables. Driving the team toward performance outcomes.
• Owning and continuously developing the functional processes, systems, and tools required for the team to succeed against its goals.
• Overseeing customer transitions and managing issues to resolution. Removing roadblocks promptly, conducting root cause analyses for escalations, and providing relevant feedback and insights to stakeholders.
• Serving as the function point of contact for all internal and external stakeholders' inquiries and escalations.
• Representing the immediate team and the end-to-end customer experience on cross-functional projects and initiatives.
• Facilitating team rhythms and rituals to plan and track all delivery and onboarding projects.
• Adhering to safety and wellbeing guidelines, and staying updated on industry changes, safeguarding TPG Telecom's brand, reputation, and profitability.
• Providing appropriate and timely reporting, insights, and root cause analysis on the performance and direction of the function.
• Conducting daily reviews of the team’s resourcing and workload to ensure sufficient coverage and timely completion, removing any bottlenecks in a timely manner.
• Leading and developing Customer Onboarding Managers and Project Managers, ensuring success in delivery of onboarding projects, achieving milestones and targets, and cultivating a positive team culture.
• Managing key stakeholders and relationships across the business to ensure onboarding and delivery success.

What You’Ll Bring:

• Proven ability to encourage, motivate and influence positive performance results and behaviours, with a minimum of 5years’ experience in a leadership position, preferably within the telecommunications industry (5+ Years)
• Project management experience and coordination of cross functional teams to achieve a shared goal
• Process improvement and the ability to identify bottlenecks and streamline hand offs
• Clear, professional communication with customers and internal teams
• Knowledge and understanding of customer operations, specifically in onboarding and transitioning new customers
• Understanding of the product/service being onboarded
• Ability to translate technical concepts into customer-friendly language
• Understanding of TPG Telecom’s business and the competitive marketplace
• Management of high value SMB and Enterprise & Government portfolios, including the management of multi-million-dollar opportunity pipelines and individual deals
• A Customer First Mindset – deep understanding of customer needs and expectations

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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