About TELUS Digital
TELUS Digital (NYSE: TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 76,000 team members and delivery centres across 30+ countries in North and Central America, Europe, Africa and Asia, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages.
Learn more at: telusdigital.com
Position Overview:
The Senior Executive of Client Services in our organisation is a pivotal leadership role responsible for driving exceptional client satisfaction and sustainable growth. Reporting to the Vice President of Partner Success, this position demands a dynamic professional who can strategize, lead, and execute client-centric initiatives to elevate our service delivery.
Primary Responsibilities
* Strategic and operational focus - establishing and leading the development and execution of our account strategy and roadmap.
* Formulating and aligning strategies with operational objectives.
* Identifying process improvements and innovative tools to enhance service delivery aligned with our clients' key priorities.
* Establishing trusted and consultative customer relationships with senior executives in clients.
* Creating C-suite and Sr. Leader client relationships across our client business units to build upon our value creation and drive significant sources of incremental revenue and new opportunity development.
* Developing strong service relationships with our customers, dealing with end-to-end operational issues and bringing the global team together to collectively own the end-to-end customer experience.
* Supporting new-logo business development pursuits in related sectors.
* Providing matrixed leadership to a team of Operations, Quality, Finance, Workforce, and Learning Services professionals.
* Providing leadership to team members accountable for 24/7 customer escalation.
* Implementing interdependent relationships internally enabling a concerted support strategy.
* Developing and executing strategic projects, initiatives and programs and/or leading end-to-end cross-functional process improvement initiatives.
* Ensuring clients receive differentiated levels of service and value-add by creating and executing on key deliverables based on projects targeting program.
* Innovation and leadership to deliver on - and exceed - all contracted service level agreements.
* Retaining and growing our base business.
* Actively participating in defining the future direction of our client's businesses and identifying new markets or business opportunities.
* Preparing and managing budgets to meet corporate objectives and develop plans and strategies to improve end-to-end client experience.
* Business and financial acumen - end-to-end operational knowledge of service delivery and assurance or customer care processes in a contact centre environment.
* Knowledge of how sales and marketing drive new, repeat and growth business.
* Knowledge of key client metrics in a contact centre setting (e.g. workforce management metrics, quality assurance metrics, customer satisfaction metrics, average handle time, etc.).
* Global business acumen - understands business on a global scale, understands what works in many countries and what is different from country to country.
Skills & Abilities
* Willingness and ability to work from a home office and to travel for up to 35% of work hours.
* Demonstrated ability to forge positive relationships with senior level executives within client organisations.
* Proven success in setting the strategic direction and key expectations for the company.
* Ability to formulate and recommend strategies and operational objectives.
* Ability to use industry knowledge and identify process improvements to enhance service.
* Ability to grow "wallet share" in current customer's organisation through moving from a transaction-based process environment to a strategic-based full-service solutions environment.
* Ability to negotiate and work towards common goals with an understanding of business and client solutions in a highly competitive environment.
* Results oriented.
* Ability to offer inspiration, communication, and interpersonal relationship skills to make things happen.
* Knowledge of client operations, client experience (internal and external benchmarks) and BPO industry.
* Demonstrated ability to adapt quickly to change and provide change management guidance to others.
* Ability to lead and motivate international matrixed operations teams.
* Demonstrated ability to make decisions and problem-solve based on financial and economic analysis to align with corporate strategic vision.
* Ability to facilitate solutions in a complex technology and business environment.
* Ability to work with diverse groups in terms of geography and different time zones.
* Financial acumen - ability to read and act upon financial reports and make sound business decisions that have positive business impacts.
* Knows the outsourcing business and the mission-critical functional skills needed to do the job; understand various types of business propositions and how businesses operate in general.
Qualifications
* Minimum 5 years in operations and/or client relationship management in a call centre environment.
* Bachelor's degree in Business or related field, or equivalent experience.
* Experience in a matrixed leadership role, leading process improvement teams and/or self-managed work teams.
* Demonstrated history of success in sales and/or client relationship management.
* Experience in a revenue generating role.
Location
Ireland / UK
TELUS Values
TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviours that are reflective of our values:
* We passionately put our customers and communities first.
* We embrace change and innovate courageously.
* We grow together through spirited teamwork.
At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.
#J-18808-Ljbffr