Business Operation Modernization Practice Leader

About TELUS Digital & WillowTree

TELUS Digital (NYSE: TIXT) focuses on the value of human connection to design, build, and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 75,000 team members and delivery centers across 30 countries in North and Central America, Europe, Africa, and Asia, TELUS Digital + WillowTree empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at: https://telusdigital.com/ 

In January 2023, WillowTree was acquired by TELUS Digital, a leading provider of next-generation digital customer experience (CX) solutions for global and disruptive brands. The combined firm is now called TELUS Digital Solutions and brings an unparalleled ability to deliver seamless, trusted, digitally-enabled experiences across any channel a customer might choose — including mobile apps, websites, voice UI, chatbots, email, customer service agents, and retail associates.

Location

Our Business Operation Modernization (BOM) Practice Leader can be based out of one of our major North American office locations or operate remotely, with frequent travel expected to our offices and clients. 

The Opportunity

As the Business Operation Modernization (BOM) Practice Leader at TELUS Digital Solutions, you will play a pivotal role in overseeing this crucial practice area and in driving operational transformation for our clients. Reporting to the Global VP of Digital Services, this leadership role involves managing and evolving our BOM practice, crafting and executing transformation strategies that resonate with clients’ needs, and ensuring the successful delivery of enterprise-level digital transformation programs.

This role requires a visionary leader who can spearhead the development of new offerings, drive practice growth, and enhance operational excellence for clients. You'll have the opportunity to guide large-scale modernization projects while ensuring that our services remain innovative, scalable, and aligned with market demands.

Our BOM Practice modernizes systems and re-engineer processes to deliver measurable outcomes like faster operations, and improved NPS. Our BOM services focus on modernizing applications, improving system integration, and upgrading legacy technologies to drive faster, more efficient operations.

For example:

• In Telecom, we upgraded legacy customer care platforms, reducing call center handling time by 25% and improving customer satisfaction by 20%.
• In BFSI, we integrated a new loan origination system with existing CRM, enabling 40% faster approval cycles and improving operational efficiency by 15%.
• For a Telecom provider, we integrated legacy billing systems with real-time CRM, reducing billing errors by 25% and invoice generation time by 90%.
• For a BFSI company, we modernized loan servicing applications, automating manual processes and reducing loan approval time from 7 days to 3 days, driving operational cost reductions by 20% and improving customer satisfaction scores.

With BOM, we help clients transition to modern technologies, enabling them to be more agile and scalable across all aspects of their business operations.

Responsibilities

• Strategic Leadership: Architect and guide the strategy for Business Operations Modernization practice, with a focus on scaling and enhancing our application development, business process, PMO, and integration services, aligning with market and emerging industry trends. Define and evolve our offerings, and delivery models to stay ahead of market demands.
• Practice Management and Growth: Lead the growth and development of the BOM services practice, cultivating an environment where engineering at scale meets efficiency, driving both team and client success. Ensure alignment with broader digital services goals and the strategies of adjacent practice areas such as enterprise applications, QA/QE, and cloud engineering.
• Client Relationship Management: Build and sustain strong relationships with key clients, acting as a trusted advisor to ensure that transformation efforts deliver maximum value. Ensure that the delivery of services consistently meets the highest standards of quality and value.
• Business Development: Work closely with sales and account teams to identify and secure new business opportunities that align with TELUS Digital's vision and service offerings. Lead efforts to introduce new, innovative solutions and services that drive value for clients and differentiate TELUS Digital Solutions in the marketplace.
• Service Delivery Oversight: Ensure the successful execution of transformation projects, overseeing application development, process design, cybersecurity, and integration efforts. Cultivate an environment that fosters innovation, collaboration, and high performance, enabling cross-functional teams to deliver end-to-end solutions that integrate with other service offerings.
• Client Portfolio Diversification: Balancing the needs and strategic approaches across a varied client portfolio while maintaining a high standard of bespoke service.
• Team Leadership: Build and lead a high-performing team of professionals across multiple geographies, fostering a culture of excellence, innovation, and collaboration.
• Innovation and Process Improvement: Continuously enhance service offerings by integrating new technologies, automation tools, and methodologies that align with client needs.
• Thought Leadership: Represent TELUS Digital as a thought leader in the industry by contributing to discussions on modernization, automation, and process transformation.

Competencies

Experience:

• 10+ years of relevant leadership and team management experience within a top-tier management consultancy or global and publicly traded enterprise with a focus on business process transformation, application development, and large-scale project management.
• Leads line of business for midsize to large consultancy (ie: Office, industry, etc.).
• Leadership experience in technology consulting, project management, and executive partnerships.
• Clear and tested experience in leading cross-functional teams and managing P&L responsibilities.
• Proven track record of managing transformation projects in areas such as enterprise application development, integration, and cybersecurity.

Industry Knowledge:

• Deep understanding of business modernization, process design, automation, and integration technologies.
• Experience with enterprise systems, application development, and support in complex environments.
• Familiarity with the latest trends in digital transformation, cybersecurity, and process automation.
• Track record of being a dynamic decision-maker and having adaptiveness in a quickly changing environment.
• Deep knowledge of customer experience strategies and digital transformation.

Leadership Competencies:

• Exceptional leadership and people management skills, inspiring and motivating cross-functional teams.
• Excellent strategic thinking and problem-solving abilities, with strong business acumen.
• Proven ability to develop and maintain effective relationships with clients and key stakeholders.
• Strong business acumen with experience managing P&L and driving profitable growth.

Communication and Collaboration:

• Outstanding communication skills, both written and verbal, with the ability to present complex ideas effectively to C-level and Executive audiences
• A collaborative leader who can work across multiple teams and regions to deliver seamless transformation solutions for clients.

TELUS Digital Values

TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.

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