Vice President of Client Solutions - Travel & Hospitality

Published date Posted on Indeed on Aug 19, 2022 (49 d ago)
Overview:
Where We Celebrate You
At Teleperformance, we believe in the power of inspiration. We believe in the strength of innovation. And most importantly, we believe in the heart of the people.
We're looking for bright minds, creative influencers, and status-quo challengers that need a platform for their ideas to shine. A forum where they can speak their truth. Where they can be authentic. Where integrity is part of the organization's DNA. Where there's a safe space for them to be heard. Where ideas can transcend all boundaries. Where they are respected, beyond labels.
You've got the skills and motivation. We've got the tools, the technology, and the development programs. We will design the right career path and support your professional growth right from the start. We will encourage you to display your individuality. We will guide you to achieve the right work-life balance. We will foster the power of communication and motivate teamwork. We will embrace collaboration efforts with other bright minds to deliver the best outside-the-box ideas.
Together, we create the right combination that tackles any customer service industry challenge. Together, we will build the best digital business integration solutions for the world's biggest brands.
Welcome to Teleperformance, where we celebrate you.
Your Footprint as a Global Vice President of Client Solutions Will Be...
... to foster a strong relationship with their assigned internal and external stakeholders and client(s) to deliver against all contractual and strategic commitments, global farming opportunities, and growth in market share through all the TP solutions that are offered. They also have overall accountability for the delivery of the Teleperformance strategy.
You will be a trusted advisor to the stakeholders and bring a constant desire to add value. A "Passion for People" is critical. In addition, the VP is accountable for driving global strategy and delivery of Teleperformance Fintech and Emerging Payment initiatives. As a senior leader, you will collaborate with other Executive, Global, and Site level leaders to develop the overarching strategy and vision and offer targeted solutions to help improve their overall business.

Qualifications:
What Will You Need to Succeed?
  • Bachelor's degree or above in Business Administration or other similar industries
  • 15+ years of experience in an account management role in a call center environment
  • Experience within the Travel & Hospitality sector is mandatory
  • Extensive background in consulting & solution building by mapping core value proposition/ ROI.
  • Experience in a Call Center Operations Environment or strategic initiatives.
  • Experience in budget forecasting and management, including P&L responsibility
  • Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements
  • Proven success with client-facing interactions related to planning, business reviews, and business development.
  • Passion and enthusiasm for Emerging Payments and their impact on the financial services industry
  • BFSI Industry Vertical experience preferred (though not required) in management of operational functions and extensive 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 in hunting and farming with a proven track record of meeting sales targets.
  • Extensive background in project management and project implementation.
  • Strong leadership ability in orchestrating and directing a team of multiple disciplines, organizations/support functions, and upper management team members.
  • Proven ability to manage client relationships.
  • Demonstrated a strong track record in driving continuous improvement.
  • Strong financial management skills (i.e., P&L, pricing negotiation)
  • Demonstrated ability to negotiate win-win agreements.
  • Client-facing and executive presentation skills.
  • Excellent, proven interpersonal and communication skills.
  • Ability to manage multiple tasks simultaneously.
  • Successful track record in peer collaboration.
  • Excellent ability to understand client business drivers and objectives.
  • Demonstrated decisiveness and leadership.
  • Medium to high travel requirement.
  • Highest standards of ethical behavior.
Responsibilities:
As a Global Vice President of Client Solutions, You Will...
  • Provide strategic direction and executive leadership over stakeholder relationship
  • Develop and implement strategic plans and activities to meet all stakeholder objectives.
  • Lead process-improvement initiatives that deliver financial targets.
  • Coordinate continued execution of Teleperformance go to market approach concerning BFSI and Emerging Payment strategies and capabilities.
  • Lead initiatives to ensure we are monitoring and calibrating customer service quality and recommending product and process improvement ideas to clients.
  • Coordinate weekly, monthly, and quarterly business reviews to ensure visibility, accountability, and execution delivery for clients and stakeholders.
  • Oversee all aspects of the implementation of new initiatives as needed, ensuring management, compliance, and reporting for all operations
  • Cultivates client and stakeholder relationships at senior levels and with all relevant client stakeholders to maximize the reputation and growth of the Teleperformance business with each client account.
  • Demonstrate awareness of the range of services provided by Teleperformance and match them to the overall client strategy for program-level enhancement.
  • Develop and implement strategic plans to drive revenue opportunities with a targeted approach to improve share of wallet.
  • Ensures the client's business retention, developing broad and deep relationships across accounts.
  • Ability to understand the full scope of Teleperformance's BFSI capabilities and ability to research the client landscape to uncover targeted areas of opportunity.
  • Assume accountability for delivering transformative, value-added client solutions services that help clients improve customer experience & savings.
  • Attend Quarterly business reviews with operations team & client to understand pain points for client and Teleperformance, help create creative solutions to solve business problems
  • Drive Annual business reviews with key client stakeholders, and showcase global BFSI capability case studies to build confidence in Teleperformance operating models.
  • Act as an escalation point for stakeholder issues that normal channels have not resolved
  • Facilitate stakeholder visits, audits, and tours while demonstrating knowledge and awareness of the Teleperformance business and the ability to present this to suit stakeholder needs.
  • Invite clients to critical seminars conducted by Teleperformance to showcase the depth of subject matter experts across the Banking and Financial Services domain.
  • Attend Virtual and in-person seminars across the BFSI domain to build business intelligence on solutions available in the market.
  • Create & collect a repository of Research white papers, blogs and content focused on BFSI to build teams' domain expertise.
The Leadership Competencies for Exceptional Potential Are...
  • Smart and Decisive with Data
  • Transformational Leader - Empathy, E.I. & Resilience
  • Agile Mindset
  • Adaptability
  • Global Thinker
  • Innovative and Creative
  • Purposeful and Impactful
  • A True Partner
  • Authentic and Connected Leader
  • Infinite Learner
  • Digitally Smart
You Should Be Excited to Join the TP Family Because...
  • We encourage you to live well. To establish the right work-life balance.
  • We want you to focus on your future with our financial benefits plans.
  • We want you to keep learning, with excellent leadership development options for everyone.
  • We encourage you to be creative and to provide outside-the-box solutions.
  • We care about our citizens of the world with our great give-back programs.
  • We work hard to cultivate a supportive and welcoming workplace for everyone.
  • We encourage a full range of diverse and talented candidates to apply for our positions.
  • We are committed to building an inclusive workplace with our DE&I programs.
  • Our Cloud Campuses open their doors for you to lead from any location on the globe.
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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