Job description

Programme Director

Contract: Permanent

Salary: Dependant on experience

Location: UK based work from home,withtravel to Teleperformance sites

Travel required: Travel to Teleperformance sites in Northern Ireland, Scotland and England as required for key meetings and client facing activity

Hours: Full-time

Reports to: EVP – TP Digital (UK & South Africa)

Job Description

An exciting opportunity has arisen for a Programme Director to join our Teleperformance Digital Transformation Team taking ownership of Business Wide Transformational Change across the region; and specifically leading the delivery of a critical Programme of work, known as our Future Ways of Working operating model (FWOW). The successful candidate will own the orchestration and have full accountability of the implementation to a BAU state of the entire end to end operating framework which spans people, process, technology, operating model and new ways of working.

Reporting to the UK&SA Board, this role is based in the UK spanning our UK and South Africa business. We are looking for a strong, experienced and dynamic person who has successfully led large change portfolios and organisation wide operational change programmes, with strong commercial and senior stakeholder management experience.

As the Programme Director you will have oversight and control of new change demand and ensuring necessary governance is established and specifically be responsible for the delivery of our Future Ways of Working Programme, incorporating our unique TP Cloud Campus operating model, Work at Home/Hybrid and Bricks & Mortar best practice framework. You will also be part of the Global Cloud Campus Program Team, representing the UK & SA, where you will have a network of Cloud Campus experts to collaborate with. You will become the Subject Matter Expert for the UK & SA and be the central point of contact between the other regions & the global Cloud Campus group for our business.

You will work closely with several functions across the organisation, including Operations, Sales & Marketing, Client Solutions, IT and Finance and as such you must be able to develop successful working relationships with these teams.

You will be accountable for ensuring Teleperformance UK & SA achieve the targets associated with this Programme, this includes but is not limited to; Migration Targets, Performance Targets, Commercial and Budget Targets. Quality of delivery is key to the success of this Programme, therefore attention to detail is a necessity.

It is important that you have an appetite for new and innovative technologies which can be used to further enhance our Cloud Campus & Hybrid models as ongoing development of the model will be required. You will also be required to assess any new technology, or operating models recommended by the global team both from a commercial and security perspective.

Essential Skills & Experience

• 10+ years’ experience of managing multiple client and internal complex stakeholder relationships
• Proven track record in complex Programme Delivery, global experience preferred
• Solid programme management skills with the ability to work as part of a team to deliver a project/solution under challenging timescales
• Experience of using and qualification in Prince II, Six Sigma Master Black Belt, Agile type ways of working
• Confident and experienced presenter to senior audiences
• Ability to Influence & manage stakeholders
• Effective leadership, interpersonal, communication skills (both written and verbal), ability to engage with internal, external and global stakeholders

Specific responsibilities include:

• Own the TPCC deployment for UK&SA, delivering the product to the agreed functional & technical requirements and to the agreed business case
• Identifying and monitoring programme risks (threats and opportunities), planning and implementing responses to them and responding to other issues that affect programmes
• Consolidating and documenting the fundamental components of programmes (scope, schedule, resource requirements, budgets, risks, opportunities and issues, and quality requirements)
• Managing the integration of programme outcomes into business-as-usual, addressing the readiness of users, compatibility of work systems and the realisation of benefits
• Manage workstreams required to implement best practice operations for UK&SA, including but not limited to technology, operations, IT, finance, Facilities to ensure alignment
• Oversight of peripheral projects to ensure they support the FWOW/TPCC program, identifying any impacts, risks or issues
• Define & implement the new FWOW Target Operating Model along with business stakeholders to plan and within budget
• Identifying and managing changes and interventions identified as part of the program deployment
• Stakeholder management, communications and reporting of program status, risks & issues

About Us

Teleperformance is a worldwide leader in multichannel customer experience management. We are experts in the call centre services industry and connect the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions. We’ve been providing superior customer care for leading brands throughout the world since 1978 and every year we interact with more than 35% of the world’s population.

We believe in the value of providing the best working environment for the best people, and our reputation as a company that works hard to inspire its employees has been recognized globally. Teleperformance is Great Place to Work®-Certified in 60 countries, including the UK and the only business process services company to be named one of the 25 best workplaces in the world in Fortune World's Best WorkplacesTMin 2021

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Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Company pension
• Employee discount
• Referral programme
• Store discount
• Wellness programme
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Work authorisation:

• United Kingdom (preferred)

Work Location: Remote

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