Basic Information

Ref Number

Req_00128057

Last day to apply

24-May-2024

Primary Location

Torre Pradera

Additional Locations

Cascadas

Country

Guatemala

Job Type

Digital Solutions

Work Style

Hybrid

Description and Requirements

Position Description:

This role will involve leading one or multiple programs with groups of highly talented people. You should be business-minded, with a passion for the web and online media. 


Responsibilities:

  • Managing the business and global operational activities of one or multiple programs

  • Ensuring that the delivery of our services for the assigned projects/programs is at the appropriate levels of quality, on time, and within budget, in accordance with the program goals

  • Overall responsibility for scheduling, risks definition, productivity, finances, and resource allocation at the program level

  • Effectively communicating with customer teams and managing regular program reviews including the facilitation of customer onsite quarterly business reviews

  • Managing program schedules and/or changes, determining their impact and proactively address customer support requests

  • Monitoring and managing individual team members productivity, quality and providing project support to the program team

  • Managing production issues to timely resolution and communication of quality, delivery, or customer satisfaction issues to the PMO manager to ensure timely resolution 

  • Managing communications with all stakeholders including the creation of weekly status reports and program dashboards

  • Overall Program budget responsibility, profitability, and delivery of monthly accrual and revenue reports to the PMO Manager

  • Working closely with PMO leaders and the wider leadership team to definite strategic program objectives and initiatives 

  • Managing the overarching program goal of Customer Satisfaction through Quality, Capacity, and Value of Services managed on their behalf. 

    • Quality: Ensure effective and timely alignment between Customer expectations on Quality and Operational capabilities, through weekly and quarterly reviews of objectives and feedback, followed by implementation, with all program stakeholders.

    • Capacity: Communicate global delivery status including operational capacity, productivity and capability to the Customer and ensure any emerging gaps between Customer expectations and Operational delivery are closed through timely and effective p management of issues.

    • Value: Ensure all services being delivered are communicated in terms of the value returned to the Customer. Ensure all innovations, including new services and initiatives are aligned with the Customer's present and future expectations.

  • Facilitating the appointment of individuals to the program delivery team.

  • Manage and facilitate customer weekly status meetings and quarterly business reviews (possibly onsite)

  • Participate in daily/weekly customer meetings, managing and communicating targets effectively to the delivery teams.

  • Ensuring that the delivery of new services for the program is at appropriate levels of quality, on time and within budget, in accordance with the program goals agreed with the Customer.

  • Ensuring that there is efficient allocation of common resources and skills within the program.

  • Managing third-party contributions to the program.

  • Managing communications with all stakeholders.

  • Managing both the dependencies and the interfaces within the program.

  • Managing and highlighting risks to the achievement of the program’s goals.

  • Initiating extra activities and other management interventions wherever gaps in the program are identified or issues arise with the customer

  • Reporting progress of the program at regular intervals to the Manager


Educational Requirements:


  • 3rd level qualification in Business/Computer science/Engineering discipline or related qualification. 


Skills & Experience:


  • 3-5 years experience in managing global or large-scale programs.

  • Effective program leadership; including interpersonal, written/oral communication, and face to face between Customer and Program teams.

  • The ability to generate respect and a sense of community amongst the multi-skilled members of the project teams.

  • Good knowledge of techniques for planning, monitoring, and controlling programs.

  • Good knowledge of project management approaches, such as PRINCE2, PMI or similar.

  • Good knowledge of budgeting and resource allocation procedures.

  • Analytical skills and ability to bring concise insights to large volumes of data.

  • Sufficient seniority and credibility to advise supporting teams of the program(s).

  • The ability to find ways of solving or pre-empting problems.


**At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment , including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Additional Job Description

This role will involve leading one or multiple programs with groups of highly talented people. You should be business-minded, with a passion for the web and online media. 


EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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