Vertical Lead

Description

The Vertical Leader is central to fostering robust client relationships, driving satisfaction, and ensuring operational excellence. This role is responsible for end-to-end client management, from initial communication to service delivery and issue resolution. The ideal candidate will possess strong operational expertise and the ability to drive strategic initiatives within their assigned vertical.

Key Responsibilities and Expectations:

Client Relationship Management and Communication Flow

Facilitate Seamless Interaction: Analyze, document, and manage all client interactions to ensure communication is smooth, progressive, and well-documented.

Action Follow-Through: Ensure all client demands and requirements are met by diligently following through on action items.

Internal Team Synchronization: Share all client interaction details with the internal team to ensure appropriate and timely support and action.

Key Expectation: Facilitate smooth and progressive client interactions, document follow-ups, and communicate client needs effectively to the internal team.

Client Retention and Business Deep Dive

Implement Retention Strategies: Drive client retention through a deep understanding of existing clients' needs, providing fast support, personalizing interactions, and proactively collecting feedback.

Business Acumen: Develop a comprehensive understanding of the client’s business processes, services, products, and goals to build trust and effectively meet their requirements.

Key Expectation: Proactively identify and address client needs to drive retention and deepen the partnership.

Performance and Delivery Excellence

Commitment Fulfillment: Ensure all commitments are fulfilled, and client requirements are consistently met.

Operational KPIs: Maintain a strong focus on key performance indicators (KPIs) to drive continuous service improvement.

Key Expectations:

Achieve month-over-month (MoM) KPI attainment exceeding 85% across all metrics.

Ensure consistent and on-time implementation of Business Continuity Plan (BCP) protocols.

Achieve a 90-day maximum for Full-Time Equivalent (FTE) order fulfillment from the date of order.

Manage the FTE acquisition process effectively.

Ensure all program updates and tasks are acknowledged and implemented within prescribed timelines.

Progress Reporting and Risk Mitigation

Regular Updates: Provide clients with regular, detailed updates on project progress, work completed, and resource management.

Proactive Planning: Anticipate and prepare for potential challenges, leveraging past project experiences to mitigate future risks.

Key Expectation: Ensure the Master Action Registry is closed within 30-60 days of an item being added, with a specific focus on closing Q2 and Q3 registries on time.

Feedback Management and Collaborative Problem-Solving

Issue Resolution: Attentively manage client feedback and constructive criticism, routing it promptly to the appropriate department for resolution.

Mutual Problem-Solving: Communicate operational challenges to the client and work collaboratively to find mutually agreeable solutions that address internal constraints and external demands.

Key Expectation: Proactively address and resolve client feedback and escalations while also communicating internal challenges and collaborating on solutions.

Key skills and experience

Bachelor's in Business Administration, Ops Management, or related field.

Minimum of 5-7 years of experience in operations management, BPO, or a related

industry.

Proven leadership experience managing large teams and driving operational

success.

Strong problem-solving and decision-making skills.

Excellent communication, client, and stakeholder management abilities.

English B1 - Oral and written comprehension required

Ability to work in a fast-paced, dynamic environment with shifting priorities.

Experience with data analysis and performance optimization

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.