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Overview:The Director, IT Client Proximity will report directly to the EVP of IT. The scope will be to support Teleperformance USA, Canada and Philippines regions. Key responsibilities are for Client Satisfaction, Customer Success and Employee Satisfaction. This candidate will lead a team of Technical Account Managers [TAM], IT Engagement Specialists and Front-Line Managers who are supporting Teleperformance's largest and more complex clients. This leader will be responsible for the execution of complex strategies that have broad impacts on business growth, client's business outcomes, and growth of the client accounts. The Director role is a working manager position providing leadership and direction with SME support for several Products and Services. The Director is an efficient problems solver, strong mediator, effective relationship builder, who rewards achievements and continues to develop the team. A quest for learning and desire for continued improvements is needed to drive transformative thinking within team. This candidate will drive long-term/short-term projects and business development activities that support all aspects of Teleperformance's IT support infrastructure. The ideal person for this role should be comfortable working on several activities simultaneously, be a proven self-starter, and be able to determine and set the direction for success. The individual must maintain a high level of coordination and partner with cross functional business leaders and professional staff for all business lines such as, Operations, Client Services, Training & Quality, Work Force Management, Business development, Executive team and more to support the Teleperformance ClientsResponsibilities:Lead a team of 27+ professionals in different roles such as TAM, IT Engagement Specialists and Front-Line Managers.
Help customers achieve their business goals and outcomes by providing timely, proactive recommendations and solution advisory support that will benefit customers success
Provide leadership and management for this team of individual contributors, ensuring customer focus and performance-based culture
Develop relationships with key business and IT partners and become an advocate on customer's business needs by understanding their top priorities.
Work with IT Leadership to understand department strategies, successfully translate broad strategies into specific objectives and action plans for the continued high performance of the team/department
Find solutions with flexible/creative thinking and ability to define business trade-offs
Work successfully under pressure and make complex decisions involving large portions of major programs or initiatives
Gain Trusted Advisor status with both key business and technical decision-makers
Understand customer needs, business requirements, and priorities to help the team develop solutions and recommendations based on business needs
Reinforce multiple project delivery with on-time execution and accuracy for program launches
Ensure team develops process improvement opportunities and methodologies that ensures successful work
Strengthen best practice sharing with team, business partners and clients
Provide day-to-day support to clients including responses to customer inquiries, configuration problems, ensuring customer expectations are exceeded.
Interpret and analyze team data to identify patterns and trends resulting in management insights
Independent decision making with a focus on client and team collaboration required daily which includes delivering recommendations to all levels of stakeholders
Make data driven business decisions, setting direction, and managing both short and long-term goals in a multi-team environment
Facilitate Technical Health Reviews and provide relevant technical recommendations on solutions and enhancements specifics to customers' business needs
Lead efforts to ensure the team is utilizing and continuously developing their skills to the fullest and ensure the client is extracting the most value from the TAM team
Qualifications:Leader, who can communicate Cloud features and lead customer transformation
Calm, organized, positive demeanor, and ability to coordinate response to incident resolution
Results-driven, tenacious and ability to succeed in a fast-paced environment
Ability to learn quickly and adapt to change
