Vice President, Client Solutions - Banking & Financial Services

Vice President, Client Services | The Opportunity

We work to partner with leading Banking & Financial Services organizations to deliver exceptional customer experiences that provide Long Term Value both for our BFS partners as well as their end customers, blending Hight Touch with High Tech services around the globe...

As the VP of Client Services, you will be responsible for setting & executing the strategic vision for your portfolio, fostering robust client relationships, and overseeing a team of Client Services Experts dedicated to delivering exceptional service to our clients. This pivotal role requires a seasoned professional with experience, ideally within the Professional Services and BPO field.

The Responsibilities & Duties
? Manage and lead a portfolio of 1 or more global accounts within the BFS vertical, demonstrating full responsibility and accountability for client satisfaction and business growth.
? Provide strategic direction and executive leadership to enhance client relationships, ensuring alignment with Teleperformance goals and objectives.
? Cultivate senior-level solid relationships with key stakeholders, maximizing TP's reputation and growth within each client account.
? Lead and inspire a team of Client Services Experts, ensuring the monitoring and calibrating of customer service quality and continuous process improvement.
? Develop and implement vertical strategic plans to drive revenue opportunities aligned with clients? strategies, collaborating with the EVP of Client Services.
? Partner with the TP Transformation team to recommend and develop new capabilities and solutions, contributing to the overall success of TP clients and prospects.
? Provide strategic, transformative solutions that add value to clients' businesses, positioning yourself as a subject matter expert for the BFS vertical.
? Lead process improvement initiatives to achieve financial targets and enhance client satisfaction.
? Ensure account managers consistently meet or exceed financial and non-financial KPIs, fostering an environment of excellent client service.
? Work collaboratively across a matrixed cross-functional organization to deliver on business goals, specifically within the BFS vertical.
? Act as an escalation point for client issues that normal channels have not resolved, demonstrating accountability for delivering value-added client solutions.
? Oversee and support the implementation of new clients, ensuring management, compliance, and reporting for all contact center operations.

The Qualifications & Requirements
? Industry Expertise! Understanding the trajectory of the Banking and Financial Services verticals as well as trends and strategies with regard to automation & AI.
? 5-plus years of proven success experience in call center industries, focusing on Banking and Financial Services verticals preferred.
? 8-plus years? experience within the Banking and Financial Services space in a direct client facing role required.
? Bachelor?s degree or above preferred.
? Experience in the BPO (outsourcing) field preferred.
? Champion a client-centric approach throughout the organization, ensuring client needs and expectations are met or exceeded.
? Effectively manage teams across different geographical locations, promoting collaboration and cohesion.
? High sense of urgency and commitment to client satisfaction.
? Strategic thinker with the ability to develop and execute performance improvement plans.
? Established ability to build and manage long-term relationships with business partners and clients.
? Strong financial management skills, including budget forecasting and P&L responsibility.
? Excellent interpersonal and communication skills, with the ability to present in group settings.
? Exceptional communication and interpersonal skills.
? Demonstrated ability to negotiate win-win agreements.
? Develop and execute strategic guidelines to address performance issues and align with the client's long-term objectives.
? Not afraid to try new things, driven to improve results constantly.
? Ability to manage time effectively and juggle multiple priorities to execute high-quality deliverables.

Pre-Employment Screenings

In accordance with Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Such applications will not be considered, and no contractual association shall be established through such submissions.

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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