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About the Role
As a Senior Finance Analyst - Customer Experience, you will support reporting, analysis, planning, and continuous improvement across outsourced services, logistics, credit and collections, merchant fees, and related cost categories. The role is responsible for delivering accurate analysis, maintaining planning and reporting models, supporting budget and forecast processes, and improving the use of finance data, processes, and systems within Customer Experience.
Responsibilities
- Support the Finance Business Partnering team with analysis, reporting, and practical insights across contact centre operations, outsourced services, logistics, credit and collections, merchant fees, and related cost categories.
- Prepare and maintain budget, forecast, and planning inputs for CX cost and margin areas, including customer volumes, service contacts, handling time, shrinkage, FTE requirements, connection volumes, and logistics cost drivers.
- Prepare month-end reporting, variance analysis, risks and opportunities, and performance commentary, ensuring outputs are accurate, clearly explained, and supported by reliable source data.
- Build, maintain, and enhance financial models and business case analysis for CX initiatives, including outsourced operations, cost to serve, logistics, digital enablement, workforce, and operational efficiency initiatives.
- Identify and deliver practical improvements to finance processes, reporting models, data flows, and system outputs using tools such as Jedox, Power BI, Excel, and AI-enabled solutions.
- Improve automation, reduce manual effort, strengthen data quality, document assumptions, and support clearer ownership of key drivers.
- Work collaboratively with Finance, Customer Experience, operational leaders, and cross-functional teams to understand business requirements, explain analysis clearly, and support timely, data-led decision-making.
- Take reasonable care of your own health and safety and that of others, and ensure familiarity with relevant company policies, procedures, and training requirements.
Requirements
- Demonstrated ability to prepare accurate, practical, and insight-led analysis that supports business decisions.
- Strong communication and stakeholder engagement skills, with the ability to explain financial information clearly to non-finance stakeholders.
- Advanced Excel skills and strong working knowledge of reporting, planning, and data tools such as Power BI, Jedox, or similar platforms.
- Sound commercial acumen, with the ability to understand key business drivers, identify risks and opportunities, and translate data into meaningful insights.
- Finance experience, ideally in commercial finance, financial planning and analysis, reporting, or business partnering support.
- CPA, CIMA, CA, or equivalent professional qualification completed or in progress.
- Strong process improvement mindset, with experience improving workflows, reporting templates, data quality, or system-enabled finance processes.
- Curiosity and confidence working with data, including the ability to investigate issues, reconcile outputs, and improve the reliability of reporting processes.
- Strong team orientation and collaborative approach.
- A flexible, curious mindset with a passion for learning and tackling day-to-day challenges.
Skills
- Excel
- Power BI
- Jedox
- AI-enabled solutions
Location
- Barangaroo
Work Type
- Hybrid
Experience Level
- Senior
Education Level
- CPA
- CIMA
- CA
- Equivalent professional qualification
Benefits
- Flexible hybrid way of working (from home and office)
- Access to a free mobile plan
- Access to a free, high‑speed NBN plan (up to 500 Mbps)
- Additional leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts
About the Company
- TPG Telecom started with a belief that we can make things better for Australians.
- We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs.
- We’re proud to be one of Australia’s leading mobile and internet providers.
- We’re not just redefining telco, we’re changing its course.
- Our Finance team plays a critical role in shaping the business by providing insights, managing performance, and supporting strategic decision-making.
- From commercial analysis to financial control, you’ll help ensure we continue to grow sustainably while delivering value to customers and shareholders.
Equal Opportunity
- Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background.
- If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us!
- TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.