Basic Information
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Job Type
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Description and Requirements
Operations Account General Manager
***Applicants should be available and willing to work on-site and/or from home depending on business needs.***
Position overview:
The Account General Manager’s main goal is to ensure the delivery of all program and client-facing KPIs while managing an efficient and profitable operation in compliance with the Company’s financial targets and growth projections. They are the primary owners of all client-facing activities and in charge of developing these long-term relationships, including guiding the internal and external alignment of all business objectives through efficient cross-functional collaborations.
Key responsibilities:
Deliver on all goals and metrics as described in the client’s SOW, ensuring the alignment of all team members through clear objectives and action plans. Develop and implement all necessary actions and remediation items aimed at improving all performance gaps, including the management of robust efficiency and staffing processes to ensure the program’s financial governance and profitability. Establish a clear development pipeline, leveraging all available resources to further drive program engagement and retention. Act with a clear sense of urgency toward all client concerns and inquiries, including acting as the main POC for WBRs, MBRs and QBRs.
Core competencies:
Giving support
Focusing on customers
Embracing technology
Managing self-development
Leadership competences:
Providing leadership
Leading change
Building effective team
Managing stakeholders
Functional competencies:
English - B2:
Oral and written comprehension.
Appropriate use of language.
Advanced MS Office skills
Budget management
Engagement and retention plans management
Planning and Supervision
Qualifications:
Minimum of 3 years of proven experience in the banking, financial services, or fintech industry - Required
Bachelor’s degree in Business Administration, Psychology, Industrial Engineering, Systems Engineering, Communications - Desirable
+3 years of operational expertise, preferably in the call center industry or managing medium to large groups in other industries at a managerial level - Required
Minimum 3 years of proven experience in personnel management - In the Call Center Operations
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
#LI-DNI
Additional Job Description
The Account General Manager’s main goal is to ensure the delivery of all program and client-facing KPIs while managing an efficient and profitable operation in compliance with the Company’s financial targets and growth projections. They are the primary owners of all client-facing activities and in charge of developing these long-term relationships, including guiding the internal and external alignment of all business objectives through efficient cross-functional collaborations.
EEO Statement
