Credit & Collections Partner Manager

  • Job Number: JR-10008529
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: National Capital Region
  • Opening date: 14/01/2020 12:00 AM AEST
  • Closing date: 20/01/2020 11:59 PM AEST
  • Applications close in: 0 days time

We believe the more connected people are, the more opportunities they have. That's why we help create a brilliant connected future for everyone, everyday, everywhere. As Australia’s leading telecommunications and technology company, we're proud to be helping our customers improve the ways in which they live, work and connect throughout APAC, Americas and Europe. Our teams represent our customers in diversity and diversity of thought.

In Global Business Services, we create value by driving a consistent and relentless approach to improving customer experience, efficiency and service levels through a radically simplified model.

As the Credit and Collections Partner Manager, you'll be..  

  • This role has overall responsibility for the measurement, management, continual improvement, and transformation of GBS’ Global Financial Services’ Credit & Collections Team.
  • This role will have primary operational accountability for Credit & Collections as well as customer outcomes, measured through operations teams located at Partner sites in the Philippines, as well as functional accountability to drive cross-business outcomes to support the operation and transformation of GFS Credit & Collections.
  • This role has the accountability for the commercial and operational performance of the GFS horizontal and has responsibility for Telstra’s partner operations.
  • In addition, this role includes the effective management of stakeholder relationships to drive improvements across the GFS Credit & Collections (e.g. influencing policy and process change to improve the customer experience and Telstra’s financial metrics).  

Functional Accountabilities:

  • Partner Operations Management –
    • Operate as the primary interface for our internationally-based partners, driving them to deliver against KPIs.
    • Develop and maintain a strong, influential relationship with partners to deliver simplification and streamline of our partner operations, performance, contracts, and functions – whilst managing partner expectations.
    • Manage, monitor, and influence the ongoing transformation and improvement of the performance of our partners thru participating in regular, rigorous performance discussions with the Partner, ensure compliance to agreed standards as reflected in the contract, and  reduce variation across all key performance metrics.
    • Ensure Partner invoices are accurate and costs are managed in-line with agreed budgets
    • Seek Partner input on how the relationship can be enhanced; drive joint programs and initiatives with Partners that provide mutual benefit to both organisations.
    • Drive Telstra’s culture of customer advocacy across Partner organisations, through effectively embedding the right change/reward programs across partner sites.

  • Business Operations and Operational Efficiency –
    • Ensures the development, implementation (including compliance), and ongoing improvement of end-to-end operational processes including workforce management, call handling, service operation, and Quality Framework and Processes.
    • Assists in the timely identification and solving of operational problems. Implement and drive change using cross-business working groups, governance, and compliance procedures.
    • Implement, manage and report on improvement objectives
    • Collaborate with key stakeholders from the Business Ops team to drive operational performance and financial efficiencies.

  • Service Delivery Operations –
    • Provide and manage to a framework for the alignment of business and customer needs for our services – determining, managing and monitoring our service levels, and key service management processes/approaches.
    • Work cross-business with product owners, IT, and networks to determine and manage to key KPIs for products and services we support.
    • Monitor the operational effectiveness of new products, processes and capabilities and develop and implement the required improvement plans.
    • Act as an operational expert, service assurance advisor, and provide inputs to Finance, Process, Product, Network and IT leads when required for large service delivery opportunities.

  • Execute transformation strategy – Determine and deliver a tactical-level strategy to support the T22 transformation ambition – this strategy spans process, people engagement, customer management, commercial and partner operation.

To be successful in the role, you must have the following qualifications:

  • Proven leadership experience in managing large Credit & Collections team
  • Experience in managing BPO/Shared Services operations

If you're excited about the opportunity to be part of a team, committed to delivering amazing experiences for our customers – this could be the role for you!

Apply Now
  • Job Number: JR-10008529
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: National Capital Region
  • Opening date: 14/01/2020 12:00 AM AEST
  • Closing date: 20/01/2020 11:59 PM AEST
  • Applications close in: 0 days time