Job Information
TTEC Client Portfolio Leader - BFSI in Englewood, Colorado
Client Portfolio Lead - BFSI
Reporting to the CEO of TTEC Engage, this experienced executive will lead the BFSI portfolio of clients for TTEC Engage. The leader will nurture relationships with new and existing clients to grow the book of business leveraging your passion for – and in depth understanding of the modern patient experience landscape, deep expertise in operational excellence, and building client relationships.
As the portfolio leader, you will leverage your insight of market trends impacting your clients’ and work to understand and anticipate their business needs to position TTEC as a value-add strategic partner to best support their objectives.
To be successful in this role, you will ensure alignment between our organization's objectives and each client's needs to maintain and deliver profitable growth in your portfolio. You will be responsible for orchestrating TTEC teams and individuals from marketing, sales, offers and solutioning, and delivery to successfully serve clients and grow your book of business profitably.
In this role, you will:
Act as a visionary for your portfolio with an in-depth understanding of delivery and technology-enabled solutions
Have full P&L responsibility and for meeting/exceeding annual financial goals while making progress on longer-term financial performance
Lead the development of the short and long-term business strategy to include expanded offerings, geo expansion and solutions that align with your clients’ business needs and market trends. Work hand in hand with offering, solutioning and delivery teams to deliver on the strategies
Review existing client relationships to ensure best practices are in place for client management and to position us for growthCreate strategy for business growth and oversight of current business within the portfolio including achieving the businesses goals for sales, business development, and delivery across TTEC Engage
Build and sustain internal and external relationships and have the stature and credibility to interface at senior levels
Improve customer retention through flawless execution on client commitments and also finding new strategies and processes to enhance client experience
Effectively manage a cross functional organization, while ensuring that the appropriate governance, controls, metrics/KPIs, and reporting structures are in place to drive growth and best-in-class performance for clients
Act as a liaison between the sales and delivery organizations to drive positive client and business outcomes
Drive a high-performance culture while championing our company mission, vision and values to drive a culture that aligns with our purpose as an organization
Increase the rate of digitization and automation adoption across the portfolio to drive higher profitability, faster turnaround time, and the development of a model that doesn’t require additional headcount to meet customer demand
You should focus on harnessing your client relationships by ensuring regular communication, deep understanding of their performance and business opportunities and have the ability to repair disengaged or fractured relationships
Collaborate closely with other client portfolio leaders to share best practices, identify synergies and business opportunities that will benefit our clients and the company growth and financial performance.
The ideal experiences and attributes would include:
In depth P&L management & knowledge of customer experience with one or multiple verticals to include banking, financial services, or insurance clients
Combine vision, strategy and tactics to systematically grow the organization and customer development goals through creativity, ethical behavior and business builder techniques
Sophisticated understanding of the sales process, back office processes, contact center operations, and financial metrics of successful service delivery while bringing a proven approach for how to optimize a large scale, distributed environment
A problem solver with demonstrated success influencing, managing and being part of matrix organizations.
Accustomed to serving large / complex Fortune 500 clients in an extremely fast-paced environment
Someone who galvanizes the team, excites the masses about one’s vision / operational plan, and balances being a take-charge leader with having a collaborative approach
15 years of business leadership experience, preferably in the customer experience industry
COMPENSATION & BENEFITS
The anticipated range for individuals expressing interest in this position is $245,000-$300,000. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
Benefits available to eligible employees include the following:
Medical, dental, and vision
Tax-advantaged health care accounts
Financial and income protection benefits
Paid time off (PTO) and wellness time off
About TTEC
For nearly 40 years and counting, we've combined service design, strategic consulting, technology platforms and operations excellence to deliver experiences that captivate customers and dramatically improve the bottom line. We help companies reduce customer effort, enable contact center employees, and continuously optimize business outcomes through digital CX transformation.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and every individual to bring value to the table in their own unique way. But don't take our word for it, check out some of the diversity and women in leadership awards on TTECjobs.com.
Title: Client Portfolio Leader - BFSI
Location: CO-Englewood
Requisition ID: 03X3H