Transforming Customer Experiences in Banking & Financial Services
We're on a mission to revolutionize the way Banking & Financial Services organizations deliver customer experiences, blending High Touch with High Tech services to provide Long Term Value for our partners and their end customers. As a global leader in customer experience management, we're seeking a seasoned Vice President, Client Solutions to drive strategic growth and exceptional client relationships in our Banking & Financial Services vertical.
The Opportunity
As the Vice President, Client Solutions - Banking & Financial Services, you will be responsible for setting and 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 in the Professional Services and BPO field, preferably within the Banking and Financial Services industry.
Key Responsibilities
- 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.
Essential Qualifications
To succeed in this role, you will need:
- 8+ years of experience within the Banking and Financial Services space in a direct client-facing role.
- A deep understanding of the Banking and Financial Services industry, including trends and strategies related to automation and AI.
- A Bachelor's degree or above.
- Strong financial management skills, including budget forecasting and P&L responsibility.
- Excellent interpersonal and communication skills, with the ability to present in group settings.
- A proven track record of building and managing long-term relationships with business partners and clients.
- A strategic thinker with the ability to develop and execute performance improvement plans.
- A high sense of urgency and commitment to client satisfaction.
Preferred Qualifications
While not essential, the following qualifications will be highly regarded:
- 5+ years of experience in call center industries, focusing on Banking and Financial Services verticals.
- Experience in the BPO (outsourcing) field.
- A proven ability to negotiate win-win agreements.
- A track record of driving revenue growth and improving client satisfaction.
Skills and Competencies
To excel in this role, you will need to possess:
- Exceptional leadership and team management skills.
- Strategic thinking and problem-solving abilities.
- Excellent communication and interpersonal skills.
- A client-centric approach, with a deep understanding of client needs and expectations.
- The ability to work collaboratively across a matrixed organization.
- A high degree of adaptability and flexibility.
Career Growth Opportunities
As a Vice President, Client Solutions - Banking & Financial Services, you will have the opportunity to drive strategic growth and develop exceptional client relationships. You will be part of a global team that is passionate about delivering customer experiences that provide Long Term Value for our partners and their end customers. With Teleperformance, you will have access to career development opportunities, training, and mentorship to help you grow professionally.
Work Environment and Company Culture
We offer a hybrid work model, combining remote work with time in our office. Our company culture is built on a foundation of diversity, equity, and inclusion. We value our employees and strive to create a work environment that is inclusive, supportive, and empowering.
Compensation and Benefits
We offer a competitive salary and benefits package that reflects our commitment to attracting and retaining top talent. Our benefits include comprehensive health insurance, retirement savings plans, and paid time off. We also offer a range of perks, including flexible work arrangements, professional development opportunities, and employee recognition programs.
Why Join Us?
If you're a seasoned professional looking for a challenging and rewarding role, we want to hear from you. As a Vice President, Client Solutions - Banking & Financial Services, you will have the opportunity to drive strategic growth, develop exceptional client relationships, and be part of a global team that is passionate about delivering customer experiences that provide Long Term Value for our partners and their end customers.
Join our global family and be part of a team that values diversity, equity, and inclusion. We look forward to receiving your application.
Application Process
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