Executive Vice President, Client Services

Executive Vice President, Client Services | The Opportunity

As EVP, Client Services, you will lead a dynamic team responsible for managing a diverse portfolio of clients across Teleperformance?s distinct verticals. Your role will be pivotal in fostering deep relationships with these clients, ensuring their ongoing satisfaction, and driving growth through tailored solutions...

If you possess a proven track record of managing complex client relationships, a deep understanding of portfolio management, and a strong ability to close deals, look no further. In the role, you will bring your global perspective and a passion for people and collaborate seamlessly with executive teams to develop comprehensive strategies that address clients' evolving needs. Your expertise will be instrumental in identifying new market opportunities and driving sustainable growth for the organization. You will also be accountable for the financial performance of your client portfolio, which includes revenue growth, profitability, and client satisfaction.

If you are a seasoned Client Service leader with a proven track record of success, this is the opportunity for you!

The Responsibilities & Duties
? Lead, develop, and implement strategies for client service operations and solutions that support the company?s overall business objectives.
? Provide leadership and direction to client services and solutions teams, driving performance, client satisfaction, and operational excellence.
? Collaborate with executive leadership on strategic initiatives to expand the company?s market share, product offerings, and service capabilities.
? Stay ahead of industry trends and ensure the organization?s services evolve to meet market demands.
? Serve as the primary executive point of contact for key client accounts, maintaining and strengthening long-term relationships.
? Oversee the design and delivery of client services to ensure high-quality, timely, and cost-effective execution.
? Continuously monitor client satisfaction, identifying areas for improvement and implementing corrective actions as needed.
? Manage service level agreements (SLAs) and key performance indicators (KPIs) to ensure client needs are met or exceeded.
? Lead the development of innovative, client-focused solutions that address business challenges and drive value.
? Collaborate with cross-functional teams (sales, operations, IT, etc.) to create customized offerings and enhance service delivery models.
? Assess and respond to client needs by developing tailored solutions that support their strategic goals and operational objectives.
? Drive operational efficiencies across client service operations to reduce costs while maintaining or enhancing service levels.
? Implement best practices in service delivery, process improvements, and technology utilization.
? Ensure compliance with industry regulations, quality standards, and internal policies.
? Monitor financial performance of client services, focusing on profitability, revenue growth, and cost management.
? Recruit, develop, and mentor high-performing teams across client services and solutions functions.
? Foster a culture of collaboration, innovation, and accountability within the organization.
? Lead the professional development of team members, providing coaching and growth opportunities to build future leaders.
? Work closely with the sales and business development teams assessing new opportunities to drive revenue growth through client acquisition and expansion.
? Play a key role in proposal development, client presentations, and contract negotiations for new business.
? Support marketing initiatives by providing insights into client needs and emerging market trends.

The Key First-Year Objectives
? Experienced senior leader with strong client relationship skills, a growth-oriented mindset, a proactive attitude, and an independent drive for results.
? Help build the team and develop strategy to support identified accounts.
? Ensure the highest level of client satisfaction in all that we do. Lead the building of critical internal and external partnerships that promote high-performing teams and achievement of business objectives to ensure high client satisfaction and retention.
? Become a trusted strategic partner to our clients by evaluating operations and driving deep business transformation opportunities that result in value creation and strength of the partnership. Grow the business by launching innovative digital solutions that help our customers improve satisfaction, increase market share, and lower costs.
? Act as industry subject matter expert throughout our organization to help with sales and marketing opportunities for the industry segments we support.

The Requirements & Qualifications
? Education: Bachelor?s degree in Business Administration, Management, or a related field (Master?s degree or MBA preferred).
? Experience: 15+ years of experience in client services, account management, or business development within the BPO or outsourcing industry, with at least 7 years in a leadership role.
? Proven track record of managing large client portfolios, leading teams, and delivering complex business solutions.
? Expertise in service delivery, customer success strategies, and operations.
? BPO Experience preferred, but not required.
? Strong knowledge of industry trends, market dynamics, and competitive landscape.
? Exceptional leadership and people management skills.
? Strong communication and negotiation abilities.
? Strategic thinking with a hands-on approach to problem-solving.
? Ability to drive operational excellence and implement process improvements.
? Financial acumen with experience in managing budgets, forecasts, and financial performance.
? Medium to high travel requirement

Pre-Employment Screenings

In accordance with Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Such applications will not be considered, and no contractual association shall be established through such submissions.

Is There a Fine Print?

No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and 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 other differences

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