Maximize Your Impact with TP
Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable 10 billion 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 Great Place to Work certified in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.
The Opportunity
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 & Duties
- Managing large-scale operations for 3-5 BFS programs with FTE size of 1000-1200
- Managing financial, 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 propose 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.
- Implement policies and procedures that will improve day-to-day operations.
- Plans direct, control, implement, 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.
- Improve 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.
- 15+ years of experience in operations and Customer Experience Management in International 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
By TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening.
Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.
Culture & Belonging
At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate on the basis of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.
