Digital Services and Transformation Manager

Job Description

Explores and defines how digital disruption as macro trend influences business models, products, systems, and the manner in which the organization interacts with clients. Considers local and global aspects in terms of how services will be utilized, perceived and adopted across a wide range of differing social and economic environments. Assesses emerging trends, technologies, electronic platforms and potential digital business opportunities. May present business cases to executive leadership to obtain funding required to pursue digital business opportunities.

Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines. Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities. Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.

Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department. Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction. Leads a team of Specialists ,sometimes with several hierarchical levels, with full employee lifecycle responsibility.

Collaborate with the Process Excellence and Analytics teams in conducting full transformation assessments for their assigned programs/verticals

Conduct technology assessments to identify opportunities for transformation and propose the appropriate technology solutions leveraging Teleperformance's digital solutions.

Facilitate solution demos for senior leaders and clients providing technical and functional expertise on the different Teleperformance digital capabilities.

Project manage pilots and the full deployment of Teleperformance's technology solutions for their assigned programs/vertical and ensure solution success.

Create transformation proposals and present findings and recommendations to Teleperformance's senior leaders and clients.

Present Teleperformance's transformation solutions to clients during business reviews and sales visits.

Act as the main point of contact of their assigned programs/vertical for any technology-related consultations and help identify the appropriate technology solutions

Required Skills

Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines. Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities. Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.

Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department. Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction. Leads a team of Specialists ,sometimes with several hierarchical levels, with full employee lifecycle responsibility.

Experience working in the BPO industry is preferred

Six Sigma Certification or Project Management Certification is preferred but not required

Excellent presentation skills with intermediate to advanced skills in building presentations using MS PowerPoint

Prior Solutions Consultant role in a tech firm is desirable

Experience in delivering digital transformation projects across industries with BPO service optimization focus

Good knowledge of the latest market trends, disruptions and developments in the technology space

Strong problem solving skills