Service Delivery-specialist-1
3 weeks ago
Employment Type
Permanent
Closing Date
16 Feb 2023 11:59pm
Job Title
Service Delivery-Specialist-1
Job Summary
As a Service Delivery Specialist, you demonstrate strong commitment and drive in ensuring effective service delivery to customers.
Your role is pivotal to the retention and growth of customers in a defined segment as you prioritise outstanding customer advocacy and navigate an internal stakeholder landscape to deliver world class customer services.
Acting as the key interface and point of contact between Telstra and customers, you contribute to the establishment of efficient and effective operational processes and systems that accomplish goals and enhance customer satisfaction.
**Job Description**:
Job Summary
As a Service Delivery Specialist, you demonstrate strong commitment and drive in ensuring effective service delivery to customers.
Your role is pivotal to the retention and growth of customers in a defined segment as you prioritise outstanding customer advocacy and navigate an internal stakeholder landscape to deliver world class customer services.
Acting as the key interface and point of contact between Telstra and customers, you contribute to the establishment of efficient and effective operational processes and systems that accomplish goals and enhance customer satisfaction.
**Job Description**:
Role purpose
- Provide operational discipline and support to the industry partner on day-day operations
- Provide input into recommendations that support development of effective strategic, tactical or operational plans and
programs
- Leverage deep operational experience to streamline the industry partners teams and drive operational success
How the role contributes to business strategy?
- Builds efficiencies through partnering and maintaining effective working relationships with peer groups and key internal
stakeholders where applicable
The measurable deliverables and outcomes of this role
- Improvement in the Key Operational Metrics from current baseline [e-NPS, Average Cycle Times, CRFT+7, Partial
Complete, % Initial TCD Met, Contact centre performance metrics, monitor the UPA [within the partner’s operations], QA, # Open
Complaints, Escalations]
- Support and lead the industry partner operations teams to ensure there is no risk to the business and Telstra’s Customers
Key Responsibilities, Accountability Metrics, Decision Rights
As a Service Delivery Specialist, you will work with the industry partner operations team and provide best practice support across Activations functions within
NBN Consumer Activations [GBS]. You will be responsible for guiding our industry partners on the day-day operations and performance metrics. You will be
responsible for the deployment of tactical operational improvements and support strategic changes on the ground
Performance Management
- Collaborate with the industry partner teams and cross functional teams within Telstra to build efficiencies and enhance the customer experience
- Support the inhouse teams to deploy improvement initiatives and drive adoption of the change within the partners operations, ensure compliance
- Input into the monthly forecasting process, to ensure B2 Operational lead has appropriate input to sign off on forecast [i.e. - AHT reviews]
- Provide regular updates to the Consumer Business Improvement teams of all initiatives being led out of the industry partner’s operations
- Develop a 30-60-90 day program of work to improve the partners performance and also undertake analysis, research & diagnosis to identify patterns,
- trends or issues that need a solution or resolution to be developed
- Conduct daily/weekly performance stand-ups with the industry partner leadership teams and act as a conduit between the cross functional teams in
- Telstra and the partner should there be any escalations
- Co-ordinate post-implementation reviews of projects or plans, and analyse their impact on the achievement of the groups KPIs
- Collaborate with the NBN Consumer business specialist teams to provide innovative ideas and consistently better ways of working, including
- enhancing metrics and identifying areas for self-service and automation
- Act as the point of contact for any incident management or business continuity events [as an example Downtime due to systems being offline, weather
- and political events] that severely impact operations
- Collaborate with the partner to develop glide paths to recovery based on factual evidence, performance standards and staffing levels and ensure the
- partner delivers on the stated glide paths
- Ensure the partner teams are 100% compliant with all Telstra mandatory training -i.e. Business Essentials
- Conduct weekly/fortnightly ride-on’s to understand the process gaps and determine improvement opportunities
- Monitoring of quality and compliance through presence on the floor - partner with the quality teams to ensure the quality framework meets business needs
Audit Risk and Complia
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