Director of IT Client Proximity

Company: Teleperformance
Location: Topeka
Posted on: September 22, 2022

Job Description:

Overview
The Director, IT Client Proximity will report directly to the EVP of IT. The scope will be to support Teleperformance USA, Canada and Philippines regions. Key responsibilities are for Client Satisfaction, Customer Success and Employee Satisfaction. This candidate will lead a team of Technical Account Managers [TAM], IT Engagement Specialists and Front-Line Managers who are supporting Teleperformance's largest and more complex clients. This leader will be responsible for the execution of complex strategies that have broad impacts on business growth, client's business outcomes, and growth of the client accounts. The Director role is a working manager position providing leadership and direction with SME support for several Products and Services. The Director is an efficient problems solver, strong mediator, effective relationship builder, who rewards achievements and continues to develop the team. A quest for learning and desire for continued improvements is needed to drive transformative thinking within team. This candidate will drive long-term/short-term projects and business development activities that support all aspects of Teleperformance's IT support infrastructure. The ideal person for this role should be comfortable working on several activities simultaneously, be a proven self-starter, and be able to determine and set the direction for success. The individual must maintain a high level of coordination and partner with cross functional business leaders and professional staff for all business lines such as, Operations, Client Services, Training & Quality, Work Force Management, Business development, Executive team and more to support the Teleperformance Clients
Responsibilities

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• Lead a team of 27+ professionals in different roles such as TAM, IT Engagement Specialists and Front-Line Managers.
  
• Help customers achieve their business goals and outcomes by providing timely, proactive recommendations and solution advisory support that will benefit customers success
  
• Provide leadership and management for this team of individual contributors, ensuring customer focus and performance-based culture
  
• Develop relationships with key business and IT partners and become an advocate on customer's business needs by understanding their top priorities.
  
• Work with IT Leadership to understand department strategies, successfully translate broad strategies into specific objectives and action plans for the continued high performance of the team/department
  
• Find solutions with flexible/creative thinking and ability to define business trade-offs
  
• Work successfully under pressure and make complex decisions involving large portions of major programs or initiatives
  
• Gain Trusted Advisor status with both key business and technical decision-makers
  
• Understand customer needs, business requirements, and priorities to help the team develop solutions and recommendations based on business needs
  
• Reinforce multiple project delivery with on-time execution and accuracy for program launches
  
• Ensure team develops process improvement opportunities and methodologies that ensures successful work
  
• Strengthen best practice sharing with team, business partners and clients
  
• Provide day-to-day support to clients including responses to customer inquiries, configuration problems, ensuring customer expectations are exceeded.
  
• Interpret and analyze team data to identify patterns and trends resulting in management insights
  
• Independent decision making with a focus on client and team collaboration required daily which includes delivering recommendations to all levels of stakeholders
  
• Make data driven business decisions, setting direction, and managing both short and long-term goals in a multi-team environment
  
• Facilitate Technical Health Reviews and provide relevant technical recommendations on solutions and enhancements specifics to customers' business needs
  
• Lead efforts to ensure the team is utilizing and continuously developing their skills to the fullest and ensure the client is extracting the most value from the TAM team
  
  Qualifications
  
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  • Leader, who can communicate Cloud features and lead customer transformation
    
  • Calm, organized, positive demeanor, and ability to coordinate response to incident resolution
    
  • Results-driven, tenacious and ability to succeed in a fast-paced environment
    
  • Ability to learn quickly and adapt to change
    

Keywords: Teleperformance, Topeka , Director of IT Client Proximity, Executive , Topeka, Kansas