Vice President of Delivery

Location: Dublin. Travel may be required.

Salary: €100,000 – €120,000 DOE

Contract: full-time & permanent

Great Benefits

Summary

The VP of Delivery is responsible for the overall management of a number of sites within a defined cluster, with full P&L responsibilities. Accountable for the KPI and financial performance of the sites within their cluster, they will ensure that productivity, service levels and quality outcomes are consistently delivered to meet and exceed the client’s expectation.

The VP of Delivery is highly visible, and so leadership is an essential part of the role alongside the ability to think strategically. A high degree of empathy and first-class communication skills are essential, as is the character to inspire their teams, the wider business and our clients. This role will be an integral part of the Operational Delivery team.

Key Responsibilities and Accountabilities

Key Results Delivery

• Accountable for leading the smooth running of day-to-day operational delivery across a cluster of contact centre sites, with responsibility for all members of staff in their area;

• Is fully accountable for all performance areas across their cluster, for both business and client targets including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their site-based teams (with the support of others where appropriate) to ensure good performance is consistently achieved;

• Responsible for delivering against revenue, gross margin, profit and quality of service targets as defined by the business;

• Ensure a robust suite of reports and performance data is used across the cluster to enable measurement of operational performance levels on a routine and regular basis, as well as for internal business scrutiny, and to provide to clients as required for WBRs, MBRs, QBRs and such;

• Monitor through regular inspection of performance data, current performance outputs, identify where performance improvements are required and work with management teams to remedy;

• Achieves all key service delivery targets in quality, customer satisfaction and client KPI’s;

• Ensures opportunities are created across the sites in your cluster for employees to regularly voice their opinions, feedback, ideas and concerns, and support your teams to respond swiftly to effectively resolve any issues;

• Ensures that the sites facilities are fit for purpose to create a safe, healthy and positive place to work;

• Has full accountability to deliver all Health & Safety needs across their cluster;

• Ensures periodic auditing takes place in sites against current procedures and best practice models to monitor, evaluate and improve efficiency of entire operational delivery;

• Works closely with other VPs of Delivery, Support functions and functional experts to deliver company and people objectives.

Stakeholder Management

• Works closely with the wider stakeholders and colleagues across the Teleperformance business and centralised support functions to deliver strategic priorities, initiatives and customer experience;

• Works with the Client Solutions team to ensure clients are engaged, and to deliver against all contracts & SLA’s contained within the Contact Centre;

• Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s;

• Hosts client / prospective client meetings as required.

Budget Management

• Accountable for the P&L for each of the sites within their cluster. Drives the delivery of all financial targets and Gross Margin, by setting appropriate budgets, controlling spend and working with CCMs and on-site teams to create recovery plans to rectify if not performing against financial targets or forecasts.

Strategic Development

• Contributes to the design and implementation of Change Programmes and Projects which impact the sites in the cluster area;

• Maintains open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.

Business Growth 

• Demonstrates expertise on Teleperformance’s tools, service offerings and processes, and a deep understanding of the client’s requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits within their cluster to showcase Teleperformance’s capabilities.

People Management

• Provides leadership and clear direction, whilst actively engaging and supporting the ongoing development and coaching of management, team leaders, agents and other operational support roles across the cluster to ensure better performance and succession planning;

• Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each CCM in the cluster, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed;

• Ensures CCMs in cluster area are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied;

• Leads 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;

• Full accountability to deliver all health & safety needs, promote a strong health and safety culture across their cluster, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement;

• Create and nurture a culture of People First, achieving the Employee Engagement targets for your sites, working closely with your own team, HR and other support functions to create and execute effective engagement plans, and implement strategic business initiatives across the sites in your cluster;

• Drives a culture of high employee engagement across the cluster, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively;

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

• Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices.

• Other duties as assigned.

Main Job Requirements

Education and Specific Training

• Bachelor’s degree or equivalent experience in a call centre or business related field (e.g., management, sales)

Work Experience

• 3 years of senior management experience in a contact centre environment, or 5 years’ senior management experience in another high-paced industry

• Experience in Public Sector is highly desirable

• Experience in Back Office delivery desirable

• Managed large operations, 2000+ employees

Special Certifications

• Lean Six Sigma certification at Green Belt level, preferred

Required Skills

Technical Skills

• Comprehensive computer skills

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

• Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc, preferred

Competencies & Specific Skills

• Takes ownership and accountability

• Commercially minded

• People focused

• Achievement driven

• Superior analytical ability

• Superior communication skills

• Robust and commercially balanced decision-making

• Flexibility

• Excellent reasoning & judgement

• Superior leadership skills

• TP brand ambassador

• Lives and breathes the company values

• Self-motivated and can motivate others

• Highly advanced team building skills

• Strategic and commercial thinker

• Advanced levels of resilience and focus

• Superior facilitation & presentation skills

• Superior project management skills

• Superior change management skills

• Advanced KPI knowledge and understanding

• Solutions driven

• Continuous improvement mindset

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