2020 CEO Survey: Kelly Bayer Rosmarin, Optus

It’s time to face the reality that work is becoming more flexible and people can do jobs from everywhere, says Optus chief Kelly Bayer Rosmarin.

What are the three enduring lessons or changes to flow from COVID-19?

Human beings are amazingly adaptable. I have been inspired by how people have endured, complied with changes, innovated, and worked together to get through this unpredictable and unprecedented year. When Optus lost 90 per cent of our service capability overnight, our store teams stepped up, retraining themselves and supporting messaging services so we could support all our customers being connected. And this was all done without a single meeting face-to-face of our leadership team – just determination, grit, and the spirit of “yes”.

Business travel will never be the same. The days of 24-hour flights to London for two-hour meetings so you can “show your face” are over. Instead welcome to a world with global expertise on tap at the end of Zoom call or Teams meeting. Much better!

Wellbeing matters and will continue to matter. We are more aware of how intertwined we are and how each of us impacts one another. Mental health issues are more openly discussed as so many in isolation have struggled with lockdown and change. And the idea of “soldiering on” into the office with the flu, infecting half your colleagues and spreading germs, will thankfully be ditched in favour of full recovery in bed streaming your favourite entertainment or working from home.

How would you rate the shape of the Australian economy as we head into the new year?

Australia is in pole position. The disciplined approach underpinned by stimulus and pragmatism has for the most part ensured Australia is in a relatively fortunate position compared with most nations around the globe. While we are entering Australia’s first recession for three decades, and it has obviously been a tough year for individuals and businesses, as businesses begin to rebuild, retail returns and our overall economy reboots, we have much to be optimistic about.

What three reforms are needed to sustainably grow the economy?

Investment incentives to accelerate drivers of growth, like 5G. Using insights from PwC’s economic analysis, Optus estimates that competitive national deployment of 5G could boost the economy by 1.2 per cent in 2030, equivalent to $37bn in extra economic activity. The cumulative impact over the decade would be $130bn and over 205,000 net new jobs created. Yet to seize this potential, we must ensure that our regulators and government understand and support the significant network investment needed to underpin 5G.

Digitalisation of the economy. We need to think of our best exports as ones that can be accessed via the internet and help businesses, big and small, mobilise to provide the collective IP and productive output of Australia through digital channels and access points, encouraging sectors which can lead us to growth.

Labour reforms. It’s time to face the reality that work is becoming more flexible and people can do jobs from everywhere. This could be a huge boon for Australia if our policy makers support job creation and growth by prioritising a new taxation regime that advantages investment in jobs, skills building, R&D in Australia and those that invest in the future success of our nation.

What are the best growth opportunities for your company in 2021?

1. More great options for customers. This year we brought our customers choose-your-own plans, Family Plans with data pools and family security built in, and Unlimited Data Days for those days you just need to binge a series all day! Stay tuned to see what other great compelling offers we bring to our customers at a time everyone has realised their connectivity is so important and fundamental – and can add a lot more value than in the past!

2. Optus Sport Fitness. We pivoted this year to offer our customers online fitness options via our hugely successful sport streaming platform. Sixty thousand people have tried it. Now we’ll look to offer it to more customers and give everyone one more reason to choose Optus.

What impact will digital transformation have on your company?

Digital is, and must be, everywhere. Already more than 80 per cent of customers engage with us and undertake service transactions digitally and we are committed to continuing to have the best rated telco app in the market, with more features and options so customers are empowered 24x7.

How would you rate business, state and federal government performance this year?

We are proud Australians. Given the quickly changing and uncertain nature of 2020, I think we can be proud of the decisiveness and actions taken by our federal and state governments. While there will be more to navigate ahead, we are in much better shape than many countries. Thank you to all government officials and teams for the tremendous hard work and commitment you have shown to ensure we continue to be the Lucky Country!