Senior Director of Transformation
1 month ago
Welcome to the World of Digital Business Transformation
This is your invitation to play a part in our global mission to create digital, AI-powered business services for the world’s most innovative brands, backed by our cutting-edge technological platforms and, most importantly, our empathetic human touch.
We believe that your talent is the missing piece of our company’s puzzle, where you will be encouraged to use it to bring creative projects to life, partnering with individuals that reflect the rich diversity of our planet under a global roof that provides equitable access to opportunities for everyone. Because together, we are inspired to be the best.
The Role:
The position will be responsible for driving T.A.P. (Technology, Analytics and Process Excellence) Teleperformance’s business transformation framework. This leader will work closely with the country executive team in the development and implementation of strategic capabilities that will facilitate our evolution to a Digital Integrated Business Solutions company. The position is a trusted advisor and enabler, scoping projects and initiatives deploying solutions and innovations that target critical areas necessary for growth, namely: sales support, solution design, project management, operational excellence, customer experience, digital transformation, analytics process excellence and change management.
Key Tasks:
Develop and drive Technology, Analytics and Process Excellence initiatives and strategies, focusing on growth, operational efficiency, value creation and transformative change.Guide & direct all activities associated with the successful application of the organizations T.A.P., AIM (All Ideas Matter), and Process Excellence Initiatives by leading and supporting a team of transformation, analytics, and process excellence resources.Provide thought leadership, strategic solutions, and expert consultation on business problems, support customer co-innovation, digital transformation, and process improvement activities.Develop and implement contact centre digital transformation strategies and programs that impact service delivery (Internal) and customer experience (External).Lead country wide transformation projects, from conceptual development, prototyping and leveraging design thinking and agile delivery methodologies while working with senior leaders, support groups and clients.Oversee the project management office. Develop and implement strategies to ensure new account implementations start green.Oversee the sales support team and contribute to business development efforts to position the Philippines as a premier delivery location for digital integrated business solutions. Work closely with the Operations & BDST team to support farming and hunting efforts to ensure delivery of the Philippines division’s growth targets.Connect/leverage Teleperformance global resources, studies, process, and practices to assert our company’s thought leadership. Sharing insights, crafting strategies and leading pilots and special projects, positioning ourselves as the client partner of choice.Candidate Profile:
15+ years of work experience in consulting, business transformation, BPO, or a related field.Master Blackbelt / Blackbelt Lean Six Sigma Certified.Proven experience in leading organizational transformation initiatives within the BPO industry.Strong background in capability development, training, and performance improvement.Excellent leadership and interpersonal skills with the ability to influence and collaborate at all levels of the organization.Strategic thinker with the ability to translate vision into actionable plans and initiatives.In-depth knowledge of process optimization, automation, and technology trends in the BPO sector.Demonstrated success in implementing change management strategies.Strong analytical and problem-solving skills.Bachelor’s degree in a relevant field; advanced degree or certifications in organizational development or related areas are a plus.Bonus Certifications:
Industry certifications highly preferred (PMP, Lean Six Sigma)Technical certifications beneficial (e.g., Automation Anywhere, Celonis, UI Path)Important | Policy on Unsolicited Third-Party Candidate Submissions
Teleperformance does not accept candidate submissions from unsolicited third parties, such as recruiters or headhunters. Such applications will not be given due consideration, and no contractual association shall be established through such submissions.
Is There a Fine Print?
Not really, but now that we’ve got your attention, we’d like to take the space to remind you that Teleperformance is home to a global family with people from a wide variety of 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.
