Director, Operations | Gurgaon

Maximize Your Impact at Teleperformance

Welcome to Teleperformance, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion in annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. Strengthen your leadership position, tap into our omnichannel solutions, and contribute to a brighter, digitally driven tomorrow. Your talent is the missing piece that completes our vision.

The Opportunity | Director, Operations

As an Operations Leader you will be responsible for overseeing Service Delivery for a BFS account and help us continue building our presence within the function. In this role, you will drive the operations key KPIs of the program while striving towards improvement. You will be an ambassador of the brand and must have the able to deliver on service excellence through profitability and client satisfaction.

The Responsibilities
• Managing large-scale operations for a BFS program, with a span of 800 FTEs.
• Managing financials, cost control and data management requirements of the process
• Implement company-wide management-approved strategies.
• Align with seniors, peers and team to make decisions for operational activities and set strategic goals.
• Oversee customer support processes and organize them to enhance customer satisfaction.
• Perform follow-ups with clients and create a close relationship with decision-makers to create new business opportunities.
• Ensure continuous improvement, and proposing outside-the-box solutions.
• Establishes quantitative and qualitative metrics, guidelines, and standards by which the company's efficiency and effectiveness can be evaluated; identifies opportunities for improvement.• Reviews, analyses and evaluates business procedures.
• Implements policies and procedures that will improve day-to-day operations.
• Plans directs, controls, implements, evaluates, monitors, and forecasts budgets to achieve financial objectives.
• Communicates and explains new directives, policies, or procedures to managers, meets with entire operations staff to maintain morale.
• Improves customer service and satisfaction through policy and procedural changes.
• Leads coordination and integration of efforts among teams.
• Projects a positive image of the organization to employees, customers, industry, and community

The Qualifications
• Bachelor’s degree or above preferred.
• 12+ years of experience in operations and Customer Experience Management in domestic markets
• Analytical thinking, proactive attitude.
• Excellent interpersonal skills and teamwork mindset.
• Must be highly detail-oriented, productive, accountable, and work under tight deadlines when needed.
• Excellent organizational and leadership abilities.
• Working knowledge of data analysis and performance/operation metrics.

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. Read more