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Transformation Manager - Complaints Governance - 6mth FTC/Secondment - Syd/Melb/Adel

Date: 21-Nov-2021

Location: advertisedjoblocation, Australia

Company: Singtel Group


About Us

Optus wants to become Australia’s most loved, recommended and innovative service brand, a brand that excites customers by bringing together their digital life with their daily lives. The business is focuses on designing innovative products and services that entertain customers and enhance their lives, delivered with engaging service and a network where it matters.


About the Role

As a Transformation Manager - Complaints Governance your primary responsibility is to support the delivery of “Big Rock” strategic initiatives to ensure we deliver on our ambition is to be #1 in Customer Care in Australia. You will play a key role in helping the Optus deliver a better customer experience by indirectly leading and influencing teams to consider customer impacts early in the value chain. This role will support the implementation, facilitation and governance of an enterprise wide Complaints forum with its primary purpose to drive accountability of complaints to the right business units across Optus


You will use your knowledge of Policy development at the enterprise level to work closely with the business and identify key areas for improvement that drive an increase in customer experience, remove customer annoyances, reduce complaints and lift NPS !


In order to achieve this goal, you will be able to rally people around a common goal and facilitate complex discussion.  To be successful in this role, you will execute key accountabilities with your strong program delivery experience, analytical skills and customer driven insights.


More Specifically, Your Responsibilities will Include

  • Drive transformation initiatives across the Service business, ensuring the Customer Care delivers on its Annual Operation Plan targets and objectives
  • Lead a key strategic initiative or major workstream within the Customer Care or Digital Consumer
  • Drive a Customer Obsessed Culture – one customer at a time !
  • Organise, analyse and contextualize data for different audiences to increase support and relevancy
  • Ensure required Agile artefacts such as JIRA /Planner are being completed
  • Quality Assurance, adherence to established practices and project artefacts, uplift data validity and accuracy
  • Facilitate a leadership governance forum to manage the complaints initiatives portfolio
  • Conduct daily stand-ups, backlog refinement, sprint planning and reviews and retrospectives


About You

We are looking for the following Skills, Attributes and Experience

  • 5 years in Project / Program Management
  • Delivering or as a PO with Agile ways of working preferably in scrum
  • Delivering projects in a transformational environment with limited resources
  • Experience in an operational or finance/commercial role
  • Developing, managing and embedding new policies
  • Proven record of working at Senior & Executive Management level.
  • Managing and leading a team of direct and virtual resources
  • Strong interpersonal skills and ability to work with diverse personal styles and levels of management
  • Black Belt and/or Change Management qualification


Does this sound like you ?

Challenge conventions and think differently

Collaborate with business leaders to influence transformation

If the answers are YES we look forward to hearing from you !