Senior Lead, WFM & GDC Planning/Operations

  • Job Number: JR-10035454
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Hong Kong
  • Opening date: 23/02/2021 12:00 AM AEST
  • Closing date: 02/03/2021 11:59 PM AEST
  • Applications close in: 2 days time

We're Australia’s leading telecommunications and technology company. And, with a presence in more than 20 countries, we’re creating a global footprint – which for you, that means incredible work opportunities and experiences to develop and grow your career.

Our GBS team

Our Global Business Services (GBS) function brings together and radically simplifies customer service operations and internal support services. We enable innovation, both for our consolidated function as well as for other areas of Telstra.   

Our focus is to deliver great experiences, to simplify and innovate, and drive Telstra’s profitability across a global operating footprint.

We are looking for a Senior Lead – WFM & GDC Planning/Operations to join our team!

The role with us

  • An operational leader with a primary role to manage and develop a team of offshore Service Delivery Specialists (Global Delivery Centre) to deliver services smoothly and timely to fulfil customer requirements for Simplex and Simplex Plus products and solutions for International (to be defined for 2H FY21 and beyond)
  • Managing internal and external escalations from stakeholders and customers for the delivery of customer orders/solutions managed by the GDC
  • Acting as the next level of escalation contact for GDC delivery
  • Leading the Work Force Management (WFM) function in IAPD to maximize performance levels and competency across the IAPD core delivery teams and GDC, via forecasting, scheduling and work allocation by skills/time zones/workload, using data analytics
  • Working closely with the IAPD core delivery team leads and the TEI delivery team leads, and the Principal, International Activation Project Delivery to manage exceptions, covering the time zones on a 24x7 basis
  • Building close working relationships with sales, service management and customers in the responsible space
  • Building relationships with suppliers to smoothen delivery of services to customers
  • Identifying areas for continuous improvement to speed up delivery and control costs
  • Ensuring the Telstra delivery performance KPIs are met
  • Monitoring individual member’s performance for continuous improvement
  • Maintaining a high level of customer experience and employee experience
  • Minimal travel after the pandemic is required

Key responsibilities

Customer Delivery

  • Responsible for ensuring the GDC delivery teams based in India are managing customer implementations well, delivering on time, to budget and to agreed quality standards
  • Ensuring that all elements of the End-to-end delivery processes are implemented and controlled
  • Managing relationships with stakeholders such that requirements are clearly defined, progress is reported, and expectations are managed
  • Participating in development and re-engineering of delivery processes and tools for the GDC
  • Participating in development of policies and procedures of customer delivery, along with other IAPD core delivery team leads
  • Implementing improved delivery practices in GDC

Workforce Management

  • Responsible for defining rules for allocating work to the IAPD core delivery teams and the offshore GDC teams, and flexibly adjusting to customer and market demands
  • Tracking workload allocation to maximize performance levels and competency across the IAPD core delivery teams and GDC
  • Efficient use of data analytics to forecast, schedule and allocate work by skills/time zones/workload
  • Managing Partner (GDC) performance and costs to maximize benefits
  • Develop the GDC to ensure skills are continuously uplifted to support the changing market landscape
  • Working closely with the IAPD core delivery teams and TEI regional delivery teams to flexibly support customer needs

About you

To be successful in the role, you'll bring skills and experience in:

  • Reasonable PM knowledge and experience in the project subject area.
  • Documented success in delivering projects (time, cost, content and resources).
  • Flexible schedule to accommodate global time zone demands.
  • Knowledge and experience of working in the EMEA region and/or global telecommunications environment.
  • Relevant work experience, preferably in an operational leader position in a telecommunications environment
  • Offshore team and vendor management capabilities
  • Cloud/IT Industry experience highly preferred
  • Ability to work under a fast-paced environment and under tight deadlines.

Highly desirable qualification(s)

  • PMP Certification is highly desirable.
  • ITIL certification is a plus.

Thrive, your way

Your work will expose you to innovative thinking, technologies and global best practice. As we grow, you'll grow, and this will extend onto building your own valuable talents and skills here with us.

Interested? Apply now!

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

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We’re committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, cultural and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.

To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive.

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Apply Now
  • Job Number: JR-10035454
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Hong Kong
  • Opening date: 23/02/2021 12:00 AM AEST
  • Closing date: 02/03/2021 11:59 PM AEST
  • Applications close in: 2 days time