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Overview:A Fast-Growing Industry Awaits!Are you hungry to learn about new emerging payment options such as Crypto, NFTs and Blockchain technologies? Are you a tech-savvy individual ready to step up your professional game by entering this new arena of digital solutions? At Teleperformance, we've got the right challenge for you.This is your invitation to play a part in our global mission to create digital, AI-powered business services for the world's most innovative brands, backed by our cutting-edge technological platforms and, most importantly, our empathetic human touch.If you are a passionate, motivated, and highly driven individual who is comfortable working in a high growth, constantly changing environment, this is the place for you. Bring your excitement for Cryptocurrency, Blockchain, NFTs, Content moderation, and we'll take care of the rest.You will be utilizing your domain expertise and working directly with the client's cross-functional team to define the scope of each engagement, risk assessment, and prevention plan, designing performance measurement systems, co-create standard operating procedures, testing and verifying policies and procedures to meet the business requirements. You have a track record as a significant individual contributor - comfortable working independently, whilst working closely with various internal and external stakeholders. Ideally, a self-starter who is looking for hands-on exposure and to create process impact.Responsibilities:As a BPO Operations Director in the Emerging Payments Industry, You Will lead and manage entire incubation team to deliver business outcomes as per the agreed timeline. direct and demonstrate the results of process improvement projects through performance measurement, analysis, the development of KPI's and regular reporting against targets. guide, identify, and coordinate assignments of internal resources and external contractors to meet project requirements. conduct various workshops with client's cross functional team to define the scope of engagement, business priorities, expectations, and alignment on success metrics and timelines. have full leadership for managing delegated end-to-end creation of project deliverables. embed strong project management principles and practice, ensuring that key milestones are met, risks identified, and the project delivers the service outcomes and savings identified. improve service level metrics through design and implementation of efficient procedures, processes, and associated systems/applications. recommend and implement business process improvement initiatives and knowledge transfer to enhance end customer experience, operational effectiveness, and cost profile. facilitate the development and implementation of the business transition plan to achieve future state stability, whilst minimizing risk to current operations and commercial objectives. provide clear leadership for the Incubation team, embedding a culture which is business focused and innovate, committed to delivery; encourage collaboration and willingness to look at new solutions and approaches. lead teams to structure complex and frequently ambiguous problems for our non-product/non-tech teams. develop a deep understanding of the latest trends in customer support (across crypto, fintech, tech, and customer support more generally) to inform your recommendations.Qualifications:What Would You Need to Succeed?Bachelor's degree holder or equivalent
Minimum 8 years of experience in in financial services, technology, quality, customer support, and/or BPO industry knowledge
Experience working on incubation centers, business transition and due diligence process
Lean Six Sigma Green/Black Belt certified
Experience in conducting Design Thinking workshop
Strong skills in the areas of business turnaround, value creation, customer management
Excellent written and verbal communication skills with the ability to build strong relationship with internal and external stakeholders
Experience in Project Management and Governance
Solid experience in performing innovative rapid solutioning approach towards potential issues
Agile and innovative to cope with rapid changes in terms of tech evolution and stakeholder requirements
Ability to manage multiple projects simultaneously - implementations, support etc.,
Excellent analytical skills and a strong sense for structure and logic
Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
Excellent communication and presentational skills with the ability to articulate complex issues in simple, compelling ways.
Excellent inter-personal skills able to work effectively with people at all levels of business internally and externally.
A proven track record in effective process management.
Proven ability to identify, manage and mitigate risk. Experienced in in the application of relevant risk management tools and processes.
Bonus Skill Set!Understanding and application of the DMADV (Define, Measure, Analyze, Design, and Verify) approach
Advance knowledge in using or working directly in blockchain technology, Cryptocurrency, decentralized apps Non-Fungible Tokens, and trading exchange.
Understanding of Design Thinking Principles
Experience in leading Incubation Program
Why Should You Be Excited to Join the Teleperformance Family?We encourage you to live well. To establish the right work-life balance.
We want you to focus on your future with our financial benefits plans.
We want you to keep learning, with great leadership development options for everyone.
We encourage you to be creative, to provide outside-the-box solutions.
We care about our citizens of the world with our great give-back programs.
We work hard to cultivate a supportive and welcoming workplace for everyone.
The 101Position Name: BPO Operations Director
Office Location: Santa Clara, CA
Working Hours: Monday to Friday
Relocation options available!
SIGN-ON BONUS: $5000
Healthy Monthly Stipend!
Is There a Fine Print?Not really, but now that we've got your attention, we'd like to take the space to remind you that Teleperformance is home to a global family with people from a wide variety of backgrounds and lifestyles. We will always embrace diversity and will never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences.TELEPERFORMANCE IS AN EQUAL OPPORTUNITY EMPLOYER
