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ICS Outsourcing Nigeria Limited
CLOSEDHead Of Customer Service
Lagos, Nigeria
Vice President Sales Enablement – Business Development & Client Growth
Closing: Jun 19, 2024
31 days remainingPublished: May 19, 2024 ( today)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
Contract Type:
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What we do
At Teleperformance, we provide industry-leading customer experiences and digitally-powered business services for the world’s best brands. A globally diverse and inclusive company, we are a work family of more than 420,000 serving more than 170 countries and speaking 265 languages and dialects. We combine cutting-edge innovation with human understanding and empathy to deliver a comprehensive suite of best-of-breed services and end-to-end business solutions to integrate and optimize front-office customer support, back-office functions, and business operations. Our knowledge services portfolio applies Design Thinking and intelligent analytics to help companies optimize business processes and accelerate digital transformation. Because people and processes are the core of our business, we believe in hiring and nurturing top talent. Join our global network where the possibilities are endless and everyone can make a difference. We are a socially responsible company that manages with a clear purpose and has been recognized in 2023 within the Top 5 of the World’s Best Workplace’s.
We are customer experience management experts.
Teleperformance Mission
Teleperformance is a company of people serving other people by helping them find solutions to their daily interactions. Every day across five continents, we provide an exceptional customer experience in the millions of interactions generated through “our clients’ customers”. We bring our unfailing commitment, passion and constant search for excellence to each of these interactions to create opportunities and value for employees, clients, customers, communities & shareholders.
Role Purpose
To take full ownership of your region – to win new accounts and farm for new opportunities in existing accounts within the Teleperformance’s Global Client base. The role is a senior executive role with the mandate to establish and grow TP business within Kenya – Nairobi & Mombasa.
The initial objective is to grow Global New Business and Farming opportunities in Kenya and create new business opportunities for global accounts - working in collaboration with the Global/Regional Business Development Directors (including practice leaders & Global Account CEO’s), along with Kenya Country leadership team to identify and close these opportunities.
The VP of SE will be working in a startup (Kenya) market – so will create and build this market. Africa and in particular Kenya is the next big opportunity for BPO growth and Teleperformance intend to be leading from the front with this industry leading individual.
Our Values
The five Teleperformance values are the pillars of our corporate culture and guarantee the excellence of our services and solutions.
Integrity | I say what I do, I do what I say
Respect | I treat others with kindness and empathy
Professionalism | I do things right the very first time Innovation | I create & Improve
Commitment | I’m passionate & engaged
Where we are going...
Teleperformance has five competitive advantages that enable it successfully to implement its development strategy:
- The People Strategy, which is founded on two key pillars of human capital management: focus and discipline
- The omnichannel offer comprising solutions and technology that enable control of the entire chain of interactions and communication between the client and its customer
- A culture of customer satisfaction where proactivity and customer communication are key;
- The handling of 265 languages, via an integrated offshore/nearshore network, enabling it to meet the global needs of a great number of clients;
- Expertise and experience in a wide range of client sectors.
The goal of the strategy is to add value through sustainable and profitable development of the Group’s operations, organic growth and targeted acquisitions.
More Information
- Company Website http://www.Teleperformance.com
- Facebook Page https://www.facebook.com/Telepeformance
- Twitter http://www.twitter.com/Teleperformance
Responsibilities
What we do
At Teleperformance, we provide industry-leading customer experiences and digitally-powered business services for the world’s best brands. A globally diverse and inclusive company, we are a work family of more than 420,000 serving more than 170 countries and speaking 265 languages and dialects. We combine cutting-edge innovation with human understanding and empathy to deliver a comprehensive suite of best-of-breed services and end-to-end business solutions to integrate and optimize front-office customer support, back-office functions, and business operations. Our knowledge services portfolio applies Design Thinking and intelligent analytics to help companies optimize business processes and accelerate digital transformation. Because people and processes are the core of our business, we believe in hiring and nurturing top talent. Join our global network where the possibilities are endless and everyone can make a difference. We are a socially responsible company that manages with a clear purpose and has been recognized in 2023 within the Top 5 of the World’s Best Workplace’s.
We are customer experience management experts.
Teleperformance Mission
Teleperformance is a company of people serving other people by helping them find solutions to their daily interactions. Every day across five continents, we provide an exceptional customer experience in the millions of interactions generated through “our clients’ customers”. We bring our unfailing commitment, passion and constant search for excellence to each of these interactions to create opportunities and value for employees, clients, customers, communities & shareholders.
Role Purpose
To take full ownership of your region – to win new accounts and farm for new opportunities in existing accounts within the Teleperformance’s Global Client base. The role is a senior executive role with the mandate to establish and grow TP business within Kenya – Nairobi & Mombasa.
The initial objective is to grow Global New Business and Farming opportunities in Kenya and create new business opportunities for global accounts - working in collaboration with the Global/Regional Business Development Directors (including practice leaders & Global Account CEO’s), along with Kenya Country leadership team to identify and close these opportunities.
The VP of SE will be working in a startup (Kenya) market – so will create and build this market. Africa and in particular Kenya is the next big opportunity for BPO growth and Teleperformance intend to be leading from the front with this industry leading individual.
Our Values
The five Teleperformance values are the pillars of our corporate culture and guarantee the excellence of our services and solutions.
Integrity | I say what I do, I do what I say
Respect | I treat others with kindness and empathy
Professionalism | I do things right the very first time Innovation | I create & Improve
Commitment | I’m passionate & engaged
Where we are going...
Teleperformance has five competitive advantages that enable it successfully to implement its development strategy:
- The People Strategy, which is founded on two key pillars of human capital management: focus and discipline
- The omnichannel offer comprising solutions and technology that enable control of the entire chain of interactions and communication between the client and its customer
- A culture of customer satisfaction where proactivity and customer communication are key;
- The handling of 265 languages, via an integrated offshore/nearshore network, enabling it to meet the global needs of a great number of clients;
- Expertise and experience in a wide range of client sectors.
The goal of the strategy is to add value through sustainable and profitable development of the Group’s operations, organic growth and targeted acquisitions.
More Information
- Company Website http://www.Teleperformance.com
- Facebook Page https://www.facebook.com/Telepeformance
- Twitter http://www.twitter.com/Teleperformance
Role Duties
Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this JD)
Primary:
- Developing a network of prospects with the TP Global & regional Sales teams, to support landing Farming growth opportunities
- Developing the GTM & Key Target plans and strategies for Kenya that will form the basis for value driven sales growth - plan to include: Analysis of strengths & weaknesses of current business/competitive analysis/strategy for penetration of new and existing accounts/logos - including the GTM strategy.
- Manage multiple channel selling strategies: including relationship selling, solution selling, value add & consultative selling, social selling during the sales, negotiation and closing cycles.
- Oversees all aspects of proposal & pricing preparation, ensuring quality, compelling bids are submitted in a timely manner
- Reviews all customer requirements to ensure that they are met in the proposal and collaborates with internal stakeholders to establish customized solutions, and ensures that internal decision-making processes are followed
- Organizes and tracks all requests, bids and responses using company databases and monitoring the regional pipeline to achieve maximum growth potential
- Works with executive-level personnel to include senior executives such as the board of directors, the (Regional) Chief Executive, Chief Customer and Chief Financial Officers
- To win accounts/logos in line with TP commercial guidelines achieving revenue, GM€, GM% & EBIT targets
- Builds relationships to external agencies/analysts/consultants to increase number of bids in region
- Present & consult to colleagues on business trends with a view of developing new services, products and distribution channels (thought leadership)
- Utilizing and managing the TP CRM system – Sales Force, qualify, then log & track sales opportunities to closure
- Using knowledge of the market and competitors, identify and develop TP’s unique selling propositions and distributors
- Effectively collect and provide market intelligence to operations and account teams
- Drive the creation and update the for Key target across the Kenya geography
- Contract management including negotiation of commercial with Global teams
- Project managing and mobilizing the sales support function during the sales process
- Produce detailed & accurate sales and revenue/budget forecasts
- Creates a culture of success & ongoing business and goal achievement
- To execute the strategy for the delivery of growth of the existing TP US Global accounts within their allocated sectors so that all given revenue, profit and new business targets are met and exceeded
- To lead a team of Account Managers as required to affect the delivery of the above strategy and target achievements
Secondary:
- Managing relationship with global, regional, & local stakeholders – sharing knowledge and leveraging insights
- Orchestrating, attending and overseeing tours and site visits at TP sites in various locations globally
- Drive thought leadership on an ongoing basis
- Proactive feedback continuous improvement input
- Evaluate and develop sales team members (when onboarded) to align capabilities with roles, business needs and career development
- Evangelist of sharing best practice
Main Job Requirements
Competencies and Specific Skills
- High-energy, self-motivated personality driven to succeed
- Strong cross-functional manager who can foster teamwork and drive change throughout the organization
- Self-directed and opinionated manager able to make difficult decisions quickly without having all of the data
- Problem solver who can understand the details, without micro-managing results. Must be able to identify and bring to a resolution difficult global problems.
- Proven ability to develop and execute on strategies generating positive results
- Culturally aware due to various global regions being engaged
- 15 years of professional experience in related markets and solution groups
- Fluency in English is required. Alternate language skills a large plus
- 4 years degree in related field; MBA preferred.
- Previous work in a global organization preferred
- Takes ownership and accountability
- Commercially minded
- Target driven
- Achievement driven
- Excellent analytical ability
- Exceptional attention to detail
- Excellent communication skills – verbal and written
- Excellent influencing skills
- TP brand ambassador
- Lives and breathes the company values
- Highly advanced team building skills
- Creative thinker
- Confident to challenge
- Advanced levels of resilience and focus
- Excellent presentation skills
- Continuous improvement mindset
- Priority Management skill
- Comprehensive computer skills
- Proficient use of Microsoft Office tools including MS Word, Powerpoint, Excel, Outlook and others
Key Working Relationships
The VP Sales Enablement will work closely with Global & Regional Business Development & Client Solutions teams to design customized solutions for our clients. We understand the unique business models and current and future needs of our clients and design solutions in close cooperation with them, and then subsequently guide in implementing the solutions. The VP SE drive the business development efforts for Kenya supporting the SVP Client Solutions for UKISSA in the expansion and maintenance of Teleperformance’s Kenyan global sales pipeline – Hunting & Farming. This includes the identification and pursuit of sales opportunities, the promotion of TP Kenya and its services, the formation and maintenance of business relationships with representatives of current and potential client companies and the active management of the proposal process. VP SE will work with the sales teams, bid teams, account management, procurement, finance, operations, IT and other support functions as appropriate in developing solutions and proposal responses for new Global opportunities for Kenya.
Incumbent demonstrates a solid knowledge of the services and solutions provided by Teleperformance around the world as well as being familiar with and aware of emerging trends in applicable industries and markets. Responsibilities include coordinating active and evolving deals to ensure synchronized communication to the client/prospect in line with TP Kenya’s sales strategy and continual communication of the sales strategy to all internal stakeholders, including Senior Management, in order to secure internal alignment and buy-in to the target deal.
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