Director, Client Services ? Healthcare (Process Improvement)

Maximize Your Impact at Teleperformance

Welcome to Teleperformance, a global hub of innovation and empowerment, where we redefine the future. With a remarkable ?10 billion in annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity

As a Director of Client Services, you will foster a strong relationship with the Teleperformance clients to deliver global farming opportunities and growth in market share through all the TP solutions offered. You will serve as a trusted advisor to the client and bring a constant desire to add value. A ?Passion for People' is critical in this role.

You will be accountable for your portfolio's financial performance. In this role, you will collaborate with other Executive, Global, and site-level leadership team members to develop the overarching client relationship and vision and offer targeted solutions to help improve their overall business.

About the Role: This role is the leader of Six Sigma, statistical process control, and process analysis/implementation tools. The director will lead and execute strategic, cross-functional projects with high visibility and impact on the operations, including revenue growth of the company. The director?s interaction with organizational leadership typically stimulates thinking by proposing new ways of doing things and challenges the status quo by demonstrating the successful application of new methodologies.

The director will be analytical, data-driven, results and process-driven by nature, possess strong interpersonal skills, and have a desire and passion for continuous improvement. The director will monitor and improve the organizational processes, making them as efficient as possible.

The Responsibilities & Duties
? Provide strategic direction and leadership oversight for client/Teleperformance relationships globally.
? Steer and manage all TP delivery regions to maintain One TP approach for the assigned client.
? Drive performance and transformation-related action items across all TP delivery regions.
? Partner with Global TP account executive to execute a strategic growth plan.
? Develop and implement strategic plans to drive revenue opportunities that align with clients? strategies?ideates and solutions to ID new LOBs.
? Develop, lead, and manage quality and continuous improvement programs within and across multiple geos. Must be able to challenge the status quo and be a strong communicator.
? Cultivates client relationships at the VP/SVP level and with all relevant client stakeholders to maximize the reputation and growth of TP business with each client account.
? Ability to understand the full scope of Teleperformance capabilities and ability to research the client landscape to uncover targeted areas of opportunity.
? Ensures retention of the client?s business, developing broad and deep relationships across the client accounts
? Attend internal weekly, monthly, and quarterly business reviews, building a cohesive client relationship.
? Act as an escalation point for client issues that normal channels have not resolved.
? Strong understanding or willingness to learn Transformation in the BPO landscape and beyond. Provide strategic, transformative solutions to add value to the client?s business.
? Assume accountability for delivering transformative, value-added client solutions services in support of multiple account managers, contact center agents, technology professionals, and project managers.
? Demonstrate an awareness of the range of services Teleperformance provides and match the overall client strategy for program-level enhancement.
? Lead process improvement initiatives that deliver financial targets.
? Create an environment that delivers excellent service to clients; ensure that account managers consistently drive operations to meet or exceed all financial and non-financial KPIs.
? Oversee and support all aspects of implementing new clients as needed, ensuring management, compliance, and reporting for all contact center operations, including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.

The First-Year Objectives
? Ensure the highest level of client satisfaction in all that we do.
? Work to build/maintain 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 create value and strengthen the partnership.
? Grow the business by launching innovative digital solutions that help our customers improve satisfaction, increase market share, and lower costs.
? Act as an industry subject matter expert throughout our organization to help with sales and marketing opportunities for the industry segments we support.

The Qualifications
? Minimum of 3-5 years of experience in healthcare operations, specifically with process improvement.
? With at least 5 years in a client-facing role.
? Six Sigma black belt is strongly preferred
? Program planning and implementation skills, preferably PMO certified.
? Proven success with client-facing interactions related to planning, business reviews, and business development.
? Extensive expertise in building and managing long-term relationships with business partners and clients.
? Consultative sales background, hunting, and farming, with a proven track record in meeting sales targets.
? Medium to high travel requirement. Must have an up-to-date, valid U.S. Passport.
? Bachelor?s degree preferred.

Pre-Employment Screenings

By 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. Applications will not be considered, and no contractual association will be established through such submissions.

Diversity, Equity & Inclusion

At Teleperformance, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.