Business Transformation Manager

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world's leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Job Responsibilities

The Business Transformation Manager plays an integral role in executing TSA's purpose. The Business Transformation Manager leads strategic initiatives to ensure improved, more effective and efficient operations resulting in excellent customer experience and business performance. This role is central to identifying improvement opportunities, managing cross-functional projects, and embedding a culture of continuous improvement throughout the channels in one of TSA's programs. This role oversees a team of specialists and works with senior leadership, cross-functional teams, and client partner managers to promote a culture of excellence, innovation, and accountability.

Key responsibilities include leading and driving Lean Six Sigma projects to completion, overseeing process mapping and root cause analysis workshops, developing performance metrics, and supporting change management efforts. The ideal candidate possesses strong analytical skills, a deep understanding of operational frameworks, and the ability to influence stakeholders at all levels.

Qualifications

Essential
◦ 5+ years of combined experience in project management, operational excellence or business transformation, preferably in a BPO set-up.

◦ Experience in a telco program is an advantage .

◦ Proven track record of managing complex projects across multiple functions.

◦ Strong knowledge of Lean, Six Sigma (Green Belt certified is required, be at least Black / Green Belt-trained plus wealth of experience in doing continuous improvement if holding no certification), and continuous improvement methodologies.

◦ Excellent oral and written communication skills

◦ Leadership, and stakeholder management skills.

◦ Analytical mindset with proficiency in data analysis and performance metrics.

◦ Advance presentation and facilitation skills

◦ Has strong data analytical skills

◦ Can build database and Cl tools

◦ Can create processes and policies

◦ Working knowledge in PowerBI - ADVANTAGEOUS

Desirable
◦ Insurance/Sales/Service Experience

◦ Contact Centre Experience

Qualifications
◦ Good Character - Respectful, open, honest, transparent and authentic, with integrity

◦ Courage - Takes accountability, responsibility and ownership for the client and teams

◦ Personable with a positive attitude and sense of humour

◦ Leads, develops, coaches, inspires & motivates teams to deliver our clients objectives.

◦ Understands the key to our success is through coaching and development

◦ Highly motivated, goal orientated, focused and driven

◦ Excellent communication skills and a collaborative style - Comfortable communicating with stakeholders and building relationships at all levels of the organisation

◦ Plans ahead, reflects, prioritises then sets a clear vision, provides direction, delegates and empowers the team to develop & grow

◦ Belief that excellent customer experience and advocacy is paramount

◦ Confidence, resilience and calmness under pressure

◦ Commercial acumen - Analytical & Logical

Competencies used for Interviewing Assessment
Ability to clearly convey information Ability to identify the root cause of an issue quickly Efficiently handling multiple tasks and customers. Finding mutually beneficial solutions that satisfy the customer and the company. Managing one's own emotions to stay calm and professional Providing effective and efficient solutions. Working well with colleagues to ensure consistent service. Ability to provide accurate information and guidance.
Additional Information

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Website:

Instagram
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LinkedIn:

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

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