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Responsibilities:Developing and implementing processes that will ensure the achievement of the Company's financial and operating goals and objectives.
Own all Budgetary and cost decisions for the division, responsible for managing financial books including profitability of accounts / clients responsible for.
Provide strategic direction and executive leadership over client/Teleperformance relationship
Cultivates client relationships at senior levels and with all relevant client stakeholder to maximize the reputation and growth of TP business with each client account
Ensures retention of the client's business, developing broad and deep relationships across the client accounts
Develop and implement strategic plans to drive revenue opportunities that align to client's strategy
Provide strategic, transformative solutions to add value back into the client's business.
Lead process-improvement initiatives that deliver financial targets.
Create an environment, which delivers excellent service to clients; ensure account managers are driving operations to consistently meet or exceed all financial and non-financial KPIs.
Attend internal weekly, monthly, and quarterly business reviews, building a cohesive client relationship.
Act as escalation point for client issues that have not been resolved by normal channels
Qualifications:Bachelors and/or advanced degree, specialized training, with at least 10+ years in the Contact Center industry.
Minimum 5+ years of experience on Travel & Hospitality clients focused on airline, OTA, car rental space.
Individuals who haven't worked directly in a Contact center but have managed or have interacted with contact centers will help.
Understanding of GDS (Sabre, Amadeus, Galileo) preferable
Six sigma black belt is strongly preferred
Program planning and implementation skills, preferably PMO certified.
Proven success with client facing interactions as it relates to planning, business reviews and business development.
Industry Vertical experience preferred in management of operational functions and large account management while interfacing with complex client organizations
Extensive expertise in building and managing long-term relationships with business partners and clients.
Consultative sales background, hunting and/or farming with proven track record to meet sales targets.
Medium to high travel requirement
