Chief Operating Officer, UK & Ireland | The Opportunity
The COO for UK & Ireland is positioned as a critical role for the organisation, sitting on the Executive Board of Directors UKISSA, playing a pivotal role in shaping the strategic direction of our business in these key markets. The role is responsible for leading a profitable business, developing and implementing strategies to maximise revenue and profitability while ensuring operational excellence and customer satisfaction.
The remit of this role is understandably broad, with full responsibility for the effective and profitable running of the business across UK & Ireland, with 8 operational offices, 40 clients, and 10,000+ employees culminating in a circa €300m business enterprise.
The COO is responsible for leading the UK & Ireland business, and in doing so will oversee a number of functions, including Operational Delivery, People Operations, Recruitment, Workforce Planning, Quality Assurance and others, ensuring they all work together in collaborative partnership to deliver the business’ key objectives.
The Responsibilities & Duties
Strategic Leadership & Execution
* Fully accountable for all elements of country-level business performance, achieving required KPIs for both Teleperformance and Client;
* Accountable for ensuring a healthy P&L;
* Collaboratively maps-out a comprehensive business management plan that meets and / or exceeds the strategic directions & objectives of the organisation;
* Leads the strategic planning process, identifying opportunities to maximise revenues for existing client contracts, market trends, and competitive threats;
* Regularly meets and exceeds the overall performance objectives of the organisation, by effectively driving strategic key actions, continually reviewing performance against targets and measures of success, and efficiently deploying all the resources needed;
* Uses data analytics in practice to continually identify new areas of focus, and monitors progress against key objectives and success measures, taking swift corrective action where needed to keep on course;
* Identifies and drives the adoption of new digital technologies to improve efficiencies and economies throughout operational delivery and across the organisation;
* Ensures that the overall organisational goals and plans are aligned to the current and future operational needs of the business, both domestically and at Group level, while collaborating closely with senior executives;
* Directs the development of operational policies, procedures, and quality standards that support the sound delivery & implementation across all operational business units, sub-departments, and their respective programmes & services;
* Represents Teleperformance UK & Ireland in various global and local business meetings and engagements, in a professional and success-focused manner, to build & maintain strong and mutually beneficial partnerships with clients, investors, stockholders, industry associations, government unit leaders, and other stakeholders.
Growth-focused Business, Finance & Compliance
* Drives financial performance by managing budgets, and optimising resource allocation to achieve the business’ revenue and profitability targets;
* Monitors financial KPIs and implements corrective measures as needed to ensure targets are met or exceeded;
* Reviews the overall progress of the business plans, and exhausts all efforts to provide well-thought-of solutions to manage any risks or opportunities that may hinder the growth of the business but also the full development and performance of all employees;
* Proactively identifies and drives opportunities to grow revenues, profitability, and maximise efficiency of resources, tackling areas of underperformance swiftly with definitive and effective actions;
* Ensures the safe landing of all new operational business, and ongoing success of same, achieving green performance scorecards in line with Teleperformance and Client expectations;
* Keeps the Regional Executive management team updated on every aspect of the business in the UK & Ireland including opportunities in the marketplace and any developments that may impact the business in any way;
* Identify and mitigate business risks, including market fluctuations, regulatory changes, and operational challenges;
* Work collaboratively with Risk teams to develop and implement robust risk management strategies to safeguard the company's assets and reputation, ensuring business continuity and disaster recovery plans are in place and tested;
* Takes all appropriate steps to ensure the Teleperformance UK & Ireland business maintains all required accreditations and regulatory compliance, including but not limited to, PCI, ISO, FCA, and others as needed.
Stakeholder Engagement
* Cultivates strong relationships with key stakeholders, including customers, suppliers, regulatory bodies, and industry associations;
* Represents the company at industry events, conferences, and networking forums to enhance brand visibility and reputation;
* Leverages network to create opportunities for growth and development across the business, as well as helping to solve challenges.
Engaged & Enabled People
* Serves as a strong figure-head who inspires the entire TP UK & Ireland organisation to maintain a positive and well-functioning work-environment that highly motivates teams to achieve and maintain outstanding customer experiences;
* Builds and leads a high-performing team, fostering a culture of collaboration, innovation, and accountability;
* Ensures coaching, mentorship, and professional development opportunities are available to employees to enhance team members' skills and capabilities;
* Maintains ethical practices that nurtures a positive work environment to attract, retain and motivate high potential employees at all levels;
* Inspires employees at all levels to perform to the best of their abilities, and ensures robust frameworks are in place and followed to nurture potential, develop talent and support employees who need extra help to achieve performance goals;
* Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction and emanates this throughout the organisation, to be an excellent leader who makes a positive difference in people’s working lives;
* Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices in the organisation;
* Empowers the operational and support teams with the leadership and resources they need to successfully achieve their departmental objectives;
* Ensures performance reviews, appraisals and all appropriate training is deployed across the organisation;
* Actively promotes and champions a positive and healthy working environment for all employees, ensuring all business units comply with the relevant policies and procedures to make it so and working to actively deploy new employee-focused initiatives to continuously improve working cultures and environments;
* Enables the ongoing re-certification of Great Place to Work, Best Workplaces and any other employee-centric recognition that Teleperformance is a workplace they can thrive in.
The Qualifications
* Degree qualified, or equivalent work experience
* 15+ years of industry experience in senior or executive leadership positions
* Demonstrable commercial acumen gained in a fast-paced or complex organisation
* Demonstrable experience of P&L responsibility for a large business unit of at least €150m turnover in annual revenues
* Lean Six Sigma certification at Yellow/Green Belt level, preferred
* Strong business acumen and financial literacy, with the ability to analyse complex data and make data-driven decisions;
* Excellent leadership and interpersonal skills, with the ability to inspire and motivate cross-functional teams;
* Exceptional communication and negotiation abilities, with a demonstrated aptitude for building and maintaining relationships with stakeholders at all levels;
* Strategic thinker with a results-oriented mindset and a passion for driving continuous improvement and innovation;
* A demonstrated commitment to excellence;
* Personal and professional integrity and honesty;
* Healthy respect for colleagues, employees and superiors;
* Goal-oriented, project-oriented, and achievement-oriented.
* Advanced English language skills – oral and written;
* Experience in working with digital transformation tools, such as AI, RPA, and digital analytics;
* Adequate understanding of the Business Process Outsourcing Industry.
Pre-Employment Screenings
In accordance with Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.
Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Such applications will not be considered, and no contractual association shall be established through such submissions.
Is There a Fine Print?
No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.
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