Tim Jarden

Drove alignment and value between Telstra International and Limited by managing intercompany agreements and providing strategic stakeholder guidance.

• Managed a portfolio of intercompany agreements between Telstra International and Telstra Limited, overcoming challenges such as different business objectives, ensuring alignment between the two entities, driving value creation, and reducing potential risks.
• Coordinated communication between the two entities and maintained communication channels.
• Identified opportunities to enhance intercompany agreements terms, structure, and performance, ensuring continued fit for purpose. Proactively addressing any issues or disputes, we reassured the stakeholders and instilled confidence in our management.
• Provided strategic guidance, advice and recommendations to executive stakeholders on increasing the performance of intercompany agreements.
• Implemented new customer support KPIs and dashboards, enhancing service delivery. Our executive review was achieved within six months.
• Streamlined intercompany agreements, ensuring compliance and efficiency improvements within eight months.
• Improved executive signatory processes for customer service agreements, strengthening governance and increasing customer satisfaction.

Managed stakeholder communications, coordinated responses to service incidents, and led cross-functional teams to resolve complex issues. Designed and implemented customer and change management plans to improve incident management processes.

• Proactively managed customer-impacting incidents, ensuring swift resolution, minimal service disruption, and high customer satisfaction.
• Led cross-functional teams to develop and execute customer management plans that improved customer experience and reduced churn.
• Implemented proactive monitoring and analysis to identify potential service disruptions, enabling timely intervention and mitigation strategies that reduce customer impact.
• Designed and implemented change management plans to improve incident management processes, resulting in a $15 million reduction in revenue loss within six months.
• Provided coaching and guidance to response teams, fostering a culture of collaboration, accountability, and customer-centricity.

• Stayed current with marketing automation best practices, industry standards and compliance.
• Met with customers to discuss service needs and offer available solutions.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Implemented strategies to increase customer service satisfaction ratings.

• Provided immediate emergency response and incident management.
• Notified management of potential concerns and solutions.
• Proactively investigated client feedback to identify key issues and provided actionable management insights, driving corrective actions.
• Led employee engagement through effective communication, coaching, training, and development.
• Evaluated employee performance and coached team members, increasing quality of work and employee motivation.