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Teleperformance USA Business Transformation Leader in Springfield, Illinois

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 Business Transformation Leader Will Be...

... to put on your strategic thinker and experienced consultant hat and bring your cross-industry & cross-sector experience with expertise in one or more strategy consulting areas such as Leadership/People Development Strategy, Corporate/Business Strategy, Business & Operational Processes, or/and Transformation Strategies.

You will be an experienced leader and be able to engage at C-suite/Senior level across the business with customers and prospects to provide deep business transformation expertise to help the business design, architect, and implement transformational solutions and identify and drive commercial improvement activities to deliver against the regional strategic objectives.

This is a new strategic role based in South Africa with accountability for the South Africa Transformation team whilst spanning the UK and South Africa about the wider Transformation & Innovation Strategy.

Qualifications:

What Will You Need to Succeed?

  • Bachelor's Degree (or equivalent experience) in Information Technology or similar careers

  • 10+ years of experience in management consultancy and expertise in the BPO (Contact Center) industry

  • Comprehensive computer skills

  • Proficient use of Microsoft Office tools, including MS Word, PowerPoint, Excel, Outlook, and others

  • The ability to use Excel's advanced analytical tools such as run charts, histograms, Pareto charts, scatter plots, and others is preferred

  • Superior analytical ability and communication skills, commercially balanced decision-making

  • cross-industry & cross-sector experience

  • Transformation & Innovation consulting experience

  • Expert in sales & sales solutions, be an expert in selling and delivery

  • Profit n Loss / Budget Management

  • TAP product suite

  • Achievement driven

Responsibilities:

As a Business Transformation Leader, You Will...

  • Define and lead a high-performance team to identify & drive areas for commercial improvement and continued transformation of TP UK&SA service delivery, in line with the group's stated ambition

  • Transform & Innovate consulting; development of GTM transformation offering, identification of opportunities within our clients' accounts, supporting sales & sales solutions with new business opportunities & influencing transformation & change embraced at all levels of the business.

  • Be responsible for developing digital transformation thought leadership strategies and contributing to our ongoing development of vision, strategy, products & services.

  • Work with operational teams, clients, sales, and support functions, to identify changes and assure the delivery of real improvements across the organization. You will engage globally to understand the broader transformation strategy, products, and solutions, taking transformational change to the next level through the development of automation, robotics, and other technology-infused solutions

  • Create effective working relationships with stakeholders and senior sponsors to deliver projects, anticipating and responding to client requirements.

  • Work closely with the South Africa leadership team, Client Solutions, Sales, and Sales solutions leaders to develop the Transformation strategy to meet market expectations

  • Be accountable for developing the team's understanding of the transformation & innovation strategy

  • Work with the other transformation & innovation leaders and executive team to develop new strategies while building effective transformation solutions and relevant methodologies & collateral

  • Work closely with the wider stakeholders and colleagues across the Teleperformance business and centralized support functions to deliver organizational benefits

  • Work with support functions to develop and establish specific strategies to create a point of differentiation in the BPO marketplace, such as WFM/MI - Establishing a UK&SA data insight strategy to drive value to our clients and standardize actionable intelligence across the business

  • Provide leadership and clear direction while actively engaging and supporting the ongoing development and coaching of team members to ensure optimum performance

  • Lead a business culture where data protection, security, and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all GECSP, HR, and other policies and procedures

  • Lead by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation, and Respect in every interaction

  • Foster a working culture that is built on embracing diversity, respect, and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviors or practices in your team/department/business area

  • Carry out monthly 121s, quarterly reviews, and annual performance appraisals for each direct report, highlighting coaching, training, and other development areas. Puts activities in place to progress performance improvements or personal development as needed

  • Responsible for the health, safety, and welfare of yourself, your team, and your surrounding colleagues. Work with your manager to deliver all health & safety needs, promote a robust health and safety culture, and demonstrate leadership and commitment to the safety management system. Identify opportunities for continual improvement.

  • Ensure managers in the department are likewise carrying out reviews with their direct reports and perform audits to ensure high-quality conversations are taking place and appropriate support is being applied

  • Maintain open and honest channels of communication at all levels across the function to invite ideas from team members and allow concerns to be raised and resolved

  • Demonstrate expertise in Teleperformance's Technology, Automation, and Process Excellence (TAP) tools, service offerings, and processes, to confidently talk about these options to both new and existing clients to promote their adoption within the business unit / assist in bid work for new business

  • Full accountability to deliver all health & safety needs, promote a robust health and safety culture across their cluster/department, and demonstrate leadership and commitment concerning the safety management system. Identify opportunities for continual improvement.

The Leadership Competencies for Exceptional Potential Are...

  • Smart and Decisive with Data: The ability to identify patterns across situations that are not related and to identify fundamental or underlying issues in complex problems using data.

  • Transformational Leader - Empathy, E.I. & Resilience: Awareness and understanding of your strengths, limitations, values, how you best perform, and your ability to manage feelings, thoughts, and behaviors - leading to successful interactions and relationships.

  • Agile Mindset: Promote the culture of continuous feedback and improvement, allowing teams to react quickly to change, preventing issues by progress speed optimization, and enabling teams to re-route as necessary, based on the dynamic BPO cadence.

  • Adaptability: The ability to effectively adapt to various situations, individuals, or groups, understand and appreciate different and opposing perspectives, adapting the approach as the requirements change.

  • Global Thinker: The ability to develop a broad, big-picture view of Teleperformance and its mission, considering threats, trends, opportunities, and stakeholder focus, links long-range vision to daily work.

  • Innovative and Creative: The ability to imagine something new and realize it.

  • Purposeful and Impactful: Constantly aware of the reason for doing, the significance of what you are doing, and the effect it will have.

  • A True Partner: The ultimate collaborator seeking to add value in every interaction, sensing joint accountability in all business scenarios

  • Authentic and Connected Leader: The ability to understand other people, hearing and understanding expressed thoughts, feelings, and concerns of others, fostering a psychologically safe environment that will encourage professional and personal growth, leading to the development of future talent.

  • Infinite Learner: Forever curious to pursue learning opportunities provided, discovers their own, and constantly learns on the job.

  • Digitally Smart: Adapt rapidly to new technology when needed, including integrating and accepting new system tools, applications, and methods-employing technology to optimize organizational and individual performance.

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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