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В аутсорсинговую компанию Teleperformance ищут Director of Client Services (Automotive & Rental Services).
Your Footprint as a Director of Client Services Will Be…
… to foster a strong relationship with the Teleperformance clients to deliver global farming opportunities and growth in market share through all the TP solutions offered. You will serve as a trusted advisor to the client and bring a constant desire to add value. A “Passion for People" is critical in this role.
You will be accountable for the financial performance of your portfolio. In this role, you will collaborate with other Executive, Global, and Site level leadership team members to develop the overarching client relationship and vision and offer targeted solutions to help improve their overall business.
You will also liaise with operational and functional resources to deliver client programs. As a single point of contact for the client-vendor management office, Sales and Strategic account managers drive improvements and satisfy client needs.
As a Director of Client Services, You Will…
- Provide strategic direction and leadership oversight for client/Teleperformance relationships globally
- Steer and manage all TP delivery regions to maintain One TP approach for the assigned client
- Drive performance and transformation-related action items across all TP delivery regions
- Partner with Global TP account executive to execute a strategic growth plan
- Develop and implement strategic plans to drive revenue opportunities that align with clients’ strategies. Ideates and solutions to ID new LOBs
- Cultivates client relationships at the VP/SVP level and with all relevant client stakeholders to maximize the reputation and growth of TP business with each client account
- Ability to understand the full scope of Teleperformance capabilities and ability to research the client landscape to uncover targeted areas of opportunity
- Ensures retention of the client’s business, developing broad and deep relationships across the client accounts
- Attend internal weekly, monthly, and quarterly business reviews, building a cohesive client relationship
- Act as an escalation point for client issues that normal channels have not resolved
- Strong understanding or willingness to learn Transformation in the BPO landscape and beyond. Provide strategic, transformative solutions to add value to the client’s business
- Assume accountability for delivering transformative, value-added client solutions services in support of multiple account managers, contact center agents, technology professionals, and project managers
- Demonstrate an awareness of the range of services Teleperformance provides and match the overall client strategy for program-level enhancement
- Lead process-improvement initiatives that deliver financial targets
- Ensure account management teams monitor and calibrate customer service quality and recommend product and process improvement ideas to clients
- Create an environment that delivers excellent service to clients; ensure that account managers consistently drive operations to meet or exceed all financial and non-financial KPIs
- Oversee and support all aspects of the implementation of new clients as needed, ensuring management, compliance, and reporting for all contact center operations, including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc
- Facilitate client visits, audits, and tours while demonstrating knowledge and awareness of the Teleperformance business and the ability to present this to suit client needs
What Will You Need to Succeed?
- Bachelor’s degree or above in Business Administration or other similar industries
- 8+ years of experience across the following areas:
- Automotive and Retail Services:
- Experience in a Call Center Operations Environment or Project Management Team
- Experience in budget forecasting and management, including P&L responsibility
- Experience in driving transformative strategies and bringing in SMEs to showcase capabilities that augment core offerings
- Proven success with client-facing interactions related to planning, business reviews, and business development
- Automotive Services experience preferred (though not required) in management of operational functions and extensive account management while interfacing with complex client organizations
- Extensive expertise in building and managing long-term relationships with business partners and clients
- Extensive background in project management and project implementation
- Strong leadership ability in orchestrating and directing a team of multiple disciplines, organizations/support functions, and upper management team members
- Proven ability to manage client relationships
- Demonstrated a strong track record in driving continuous improvement
- Strong financial management skills (i.e., P&L, pricing negotiation)
- Demonstrated ability to negotiate win-win agreements
- Client-facing and executive presentation skills
- Excellent, proven interpersonal and communication skills
- Ability to manage multiple tasks simultaneously
- Successful track record in peer collaboration
- Excellent ability to understand client business drivers and objectives
- Demonstrated decisiveness and leadership
- Medium to high travel requirement
- Highest standards of ethical behavior
- Bachelor’s degree preferred, not required
The Leadership Competencies for Exceptional Potential Are…
- Smart and Decisive with Data: The ability to identify patterns across situations that are not related and to identify fundamental or underlying issues in complex problems using data
- Transformational Leader – Empathy, E.I. & Resilience: Awareness and understanding of your strengths, limitations, values, how you best perform, and your ability to manage feelings, thoughts, and behaviors – leading to successful interactions and relationships
- Agile Mindset: Promote the culture of continuous feedback and improvement, allowing teams to react quickly to change, preventing issues by progress speed optimization, and enabling teams to re-route as necessary, based on the dynamic BPO cadence
- Adaptability: The ability to effectively adapt to various situations, individuals, or groups, understand and appreciate different and opposing perspectives, adapting the approach as the requirements change
- Global Thinker: The ability to develop a broad, big-picture view of Teleperformance and its mission, considering threats, trends, opportunities, and stakeholder focus, links long-range vision to daily work
- Innovative and Creative: The ability to imagine something new and realize it
- Purposeful and Impactful: Constantly aware of the reason for doing, the significance of what you are doing, and the effect it will have
- A True Partner: The ultimate collaborator seeking to add value in every interaction, sensing joint accountability in all business scenarios
- Authentic and Connected Leader: The ability to understand other people, hearing and understanding expressed thoughts, feelings, and concerns of others, fostering a psychologically safe environment that will encourage professional and personal growth, leading to the development of future talent
- Infinite Learner: Forever curious to pursue learning opportunities provided, discovers their own, and constantly learns on the job
- Digitally Smart: Adapt rapidly to new technology when needed, including integrating and accepting new system tools, applications, and methods - employing technology to optimize organizational and individual performance
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