Small Business NBN Operations Lead



As a Service Delivery Specialist, you will work with the industry partner operations team and provide best practice support across functions within NBN Small Business Activations [GBS]. You will be responsible for managing the day-day operating rhythm and ensuring that the industry partner is adhering to its operational commitments and key metrics. You will also be required to contribute to the deployment of various continuous improvement initiatives and changes on the ground

Key Responsibilities

 Support partners day to day milestone/task management & queue management, including productivity management

 Support performance to Operational KPIs and assist with driving the Offshore Industry Partner achieve key deliverables (ASA, Abandon rate, AQS, Milestone Compliance, Overdue tasks, Partial Completes, Complaints, Reschedules, Rollback, OB Cycle Times, etc)

 Work with the partners to execute troubleshooting exercises required to ensure order progression, including escalation into dependant groups where required (ie: field, nbn, sales, IT Ops/ITAM Management)

 Identification and resolution of partner pain points, including feedback to the vertical on systemic issues requiring improvement

 Monitoring of quality and compliance through presence on the floor – partner with the quality teams to ensure the quality framework meets business needs

 Liaise with the Escalations and Complaints teams to ensure a feedback loop exists to improve quality and compliance of agents

 Input into the monthly forecasting process, to ensure the Operational lead has appropriate input to sign off on forecast [i.e. – AHT reviews]

 Providing Key Operational input to shape the contractual obligations from a commercial stand point

 Ensure effective reporting frameworks are in place to support monitoring of key operational metrics

 Build and maintain solid, productive relationships with industry partners and other operational leads to ensure consistency and improvement across the entire NBN activation episode.

 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

 Act as the point of contact for any incident management or business continuity events [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 course – i.e. Business Essentials

 Conduct weekly/fortnightly ride-on’s to understand the process gaps and determine improvement opportunities


· Understand Telstra’s Risk and Compliance Framework (e.g. Privacy risk, Security risk, IT Risk etc.) and support/ facilitate partner in developing suitable Plans to ensure compliance (e.g. Business Continuity Plans)

 Ensuring there is no risk to Telstra’s Regulatory obligations – Meet and exceed on the industry regulatory standards [ACMA]


Transition & Change Management

 Onsite guidance and support for any future Transition activities

 Provide “on-site” health checks for the project team for any transition with the aim of achieving Tollgate on or before plan

 Support transition team by highlighting risks and issues visible “on-site”


We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit


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