Operations Manager

POSITION INFORMATION 
Department: Operations 
Reporting to: Director

Additional locations: Finland (hybrid), Spain, Poland, Bulgaria, Germany

POSITION SUMMARY 

As an Operations Manager in TELUS International, you will be responsible for managing customer relationships of defined global AI customers while owning the overall financial health of the accounts and working with your team and site leadership to improve all areas of process, people, and technology. You will be the leader of Program and Project Managers within the Data Solutions division and you will actively lead, coach, and support all project team members while driving the project execution excellence and continuous improvement of operations. 

KEY RESPONSIBILITIES: 

• Personally engage with customers as a senior operational leader: understand customer business issues and lead area teams to execute defined solutions across all service offerings. 


• Lead, coach, and support team of Program and Project Managers and other Team Members. 


• Tracking and monitoring the performance of global delivery teams and external suppliers to achieve high levels of customer satisfaction, quality, and profitability. 


• Accountable for increasing organic program revenue, managing margin, and other KPIs. 


• Work with operations leadership to ensure customer satisfaction and implement continual process improvement, measurement/benchmarking, and automation across all lines of service delivery. 


• Manage and develop project management standards and methodologies. Responsible for the training program for new management team members. 


• Responsible for operational revenue forecast and partners with the sales team on sales forecast. 

REQUIREMENTS: 

• 8-10 years of experience in project management, program management, finance, or marketing. 


• Bachelor's Degree - Advanced Business Degree preferred. 


• Experience in Artificial Intelligence is a plus. 


• Strong project management and negotiation skills while working within established business priorities and constraints. 


• Requires extensive interpersonal skills, excellent business planning skills, cross-group coordination at all levels, business acumen, and the ability to work on several diverse projects at the same time.


• Superior judgement, team building, budgeting, and the ability to work under continual deadline pressure required.


• Strong analytical/problem-solving skills, demonstrated success in driving complex strategies and projects, outstanding organizational skills, and strong communication skills.


• A consistent, "can do" attitude, and will act quickly to rally organizations around a common vision.

TELUS Values:

TELUS International 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 embrace change and initiate opportunity 


• We have a passion for growth 


• We believe in spirited teamwork 


• We have the courage to innovate 

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

This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described. It is also a standard description and therefore neither the percentage of time devoted to the various tasks nor can the required qualifications be guaranteed to match those of any given incumbent.