Director Client Relationship Mgmt

Basic Information

Ref number

Req_00018218

Primary Location

Home Office

Additional Locations

Las Vegas

Description and Requirements

Additional Job Description


Remote position located anywhere in United States or Canada

TELUS International is looking for an enterprising Director of Client Advocacy. Reports directly to the Vice President of Client Services with the following key responsibilities:

Sales – increasing revenue, improving margins, and growing "wallet share" in current customer's organization through developing, proposing, implementing, and maintaining a full-service solutions environment

Customer Alliance and Strategic Relationship Management – passionately pursuing a collaborative and strategic relationship based on a set of key customer priorities and common goals within a highly competitive environment

Strategic and Operational Focus – establishing and leading the development and execution of our account strategy and roadmap with key expectations that drive all Team Members around a common set of goals and objectives

Formulating and Aligning Strategies with Operational Objectives – identify process improvements and innovative tools to enhance service delivery aligned with our customers’ key priorities
Leadership – ability to get things done through and with others in a matrixed international environment


Additional Responsibilities:
  • Establishing trusted and consultative customer relationships.
  • Developing strong service relationships with our customers, dealing with end-to-end operational issues and bringing the global team together to collectively own the end-to-end customer experience.
  • Provide matrixed leadership to a team of Operations, Quality, Finance, Workforce and Learning Services professionals.
  • Provide leadership to team members accountable for 24/7 customer escalation.
  • Implementing interdependent relationships internally enabling a concerted support strategy.
  • Developing and executing strategic projects, initiatives and programs and/or leading end-to-end cross-functional process improvement initiatives.
  • Ensuring clients receive differentiated levels of service and value-add by creating and executing on key deliverables based on projects targeting program innovation and thought leadership to deliver on - and exceed - all contracted service level agreements.
  • Retaining and growing our base business.
  • Actively participating in defining the future direction of our client's businesses and identifying new markets or business opportunities.
  • Creating C-suite and Sr. Leader client relationships across our client business units to build upon our value creation and drive significant sources of incremental revenue and new opportunity development within all client BU’s we can address.
  • Preparing and managing budgets to meet corporate objectives and develop plans and strategies to improve end-to-end client experience.
  • Business and financial acumen – end-to-end operational knowledge of service delivery and assurance or customer care processes in a contact center environment and how they drive TELUS International’s financial performance.
  • Knowledge of how sales and marketing drive new, repeat and growth business.
  • Knowledge of key client metrics in a contact center setting (e.g. workforce management metrics, quality assurance metrics, customer satisfaction metrics, average handle time, etc.).
  • Global business acumen – understands business on a global scale, understands what works in many countries and what is different from country to country.

Required Knowledge and Qualifications:
  • Willingness and ability to work from a home office.
  • Willingness and ability to travel for up to 35% of work hours.
  • Communication: Demonstrated ability to forge positive relationships with senior level executives within client organizations.
  • Strategy: Proven success in setting the strategic direction and key expectations for the company. Ability to formulate and recommend strategies and operational objectives. Ability to use industry knowledge and identify process improvements to enhance services
  • Business Development: Ability to grow "wallet share" in current customer's organization through moving from a transaction-based process environment to a strategic-based full-service solutions environment.
  • Alliance Management: Ability to negotiate and work towards common goals with an understanding of business and client solutions in a highly competitive environment.
  • Personal Characteristics: Results oriented. Ability to offer the inspiration, communication, and interpersonal relationship skills to make things happen.
  • Benchmarking: Knowledge of client operations, client experience (internal and external benchmarks) and BPO industry.
  • Change Management: Demonstrated ability to adapt quickly to change and provide change management guidance to others.
  • Leadership: Ability to lead and motivate international matrixed operations teams.
  • Financial acumen: Demonstrated ability to make decisions and problem-solve based on financial and economic analysis to align with corporate strategic vision.
  • Ability to facilitate solutions in a complex technology and business environment.
  • Ability to work with diverse groups in terms of geography and different time zones.

Experience and Education:
  • Minimum 7 years in operations and/or client relationship management in a call center environment.
  • Bachelor's degree in Business or related field.
  • Experience in a matrixed leadership role, leading process improvement teams and / or self-managed work teams.
  • Experience in a revenue generating role.
  • Demonstrated history of success in sales and / or client relationship management.
  • Financial acumen – ability to read and act upon financial reports and make sound business decisions that have positive business impacts.
  • Knows the outsourcing business and the mission-critical functional skills needed to do the job; understand various types of business propositions and understands how businesses operate in general.
Location:
  • Remote located anywhere in the US and Canada
  • Global 30-40% travel required (domestic and international).


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