Job Overview
Teleperformance Operational Processes & Standards (TOPS) and Baseline Enterprise Standard for Teleperformance (BEST) are corporate internal standards to improve the quality of existing practices and processes in the company to ensure consistency and high performance in our operations all over the world.
Becoming an expert in Teleperformance’s Global TOPS and BEST Standards Frameworks, the Best Practice Business Partner is responsible for the embedding, monitoring of and alignment to Teleperformance Best Practice methodologies and seen as an ambassador of the BEST / TOPS frameworks.
Working directly with the SVP, VP, Directors, CCM’s and ACCM’s in Operations and wider operational support teams, the (Operational Risk and Assurance Business Partners) is responsible for driving the deployment of TOPS and BEST across all sites and campaigns within their cluster, ensuring adherence and continuous improvement via regular audit and logging all ongoing improvement actions.
The (Operational Risk and Assurance Business Partners) will work closely with all stakeholders in their area to ensure effective delivery, deployment and embedding of these standards and processes - as well as the ongoing evaluation of inputs and outputs to ensure high performance across these areas. This role will be fundamental to the successful on boarding of new business, holding shared responsibility for early life performance and warranty period sign-off prior to the Operations colleagues assuming ‘BAU’ responsibility.
Key responsibilities and accountabilities within the role will include:

• Supporting the implementation of a TOPS and BEST strategy to align the business and each cluster to TOPS and BEST global frameworks and standards, driving a culture of best practice.
• Full knowledge of all current and new Teleperformance Global TOPS and BEST Standards, working to ensure they are communicated, implemented and embraced across the cluster and key contact for the TP Global Operational Process Compliance team
• Regularly interact with SVP, VP, Directors, CCM’s and ACCM’s to share ideas and exchange feedback, reporting on deployment results across their cluster whilst ensuring consistency across the clusters and Geo's
• Drive adherence to TOPS and BEST, with the support of cluster level TOPS Champions, ensuring timely delivery and communication of performance reporting to all relevant stakeholders. Conduct route cause analysis and lead on the creation and monitoring of a recovery plan where they are failings while maintaining a standard of integrity controlling and limiting possible risks while applying a strategic approach.
• Performs routine in-depth audits of practices and procedures in place, and assesses the outputs to evaluate effectiveness of best practice programmers.
• Early Life support - working with Project or Programs Manager during on boarding / early life to ensure effective people / process on boarding which in turn will harness a successful delivery against commercial and Operational KPIs.
• In Life support - working with all in life clients in their sector to benchmark deployment levels across TOPS and BEST, implementing recovery plans were required to ensure alignment to global standards.
• Ensure to exercise decision-making and independent judgment while being aligned with customers and management.

Main Job Requirements

• Versatile learner with the ability to embrace change and enjoy the challenge of developing and implementing best practices
• Ability to manage extensive amounts of complex information, connect and interrelate disparate ideas and thoughts, pay attention to detail, and work effectively with varying constituencies
• Demonstrated experience identifying new opportunities, creating best practice products/programs/solutions and driving change and innovation
• Ability to understand technical / expert jargon and business needs and help bridge communication gaps
• Excellent leadership and management skills and ability to handle conflict and effectively deliver difficult messages to various levels
• Superior analytical ability and ability to think creatively while handling difficult and complex issues
• Strategic and astute commercial thinker with robust and commercially balanced decision-making skills and advanced KPI knowledge and understanding
• Project management and change management skills
• Facilitation & presentation skills
• High levels of resilience and focus with continuous improvement mind-set
• Willing to work nightshift
• Willing to work rotational weekend shifts

Technical Skills

• Proficient use of Microsoft Office tools including MS Word, Power Point, Excel, Visio and others
• Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc., preferred

Work Experience

• 2 Years + Operational Manager within a BPO
• BPO background 1 year +
• Compliance background 1 year +

Special Requirements:

• Lean Six Sigma certification at Yellow Belt level, preferred.

Job Types: Full-time, Permanent