Director – Process Excellence (Client Process)

The Opportunity

The Director – Process Excellence (Client Process) is a pivotal role within Teleperformance, based in Hyderabad, focused on driving high-impact transformation initiatives for one of the company’s most strategic tech client. This is a hands-on, individual contributor (IC) role that demands a deep expertise in process excellence, technology deployment, and data-driven decision-making to drive coordination between global client servicing teams, internal stakeholders, and clients directly.

The Responsibilities & Duties

• Lead and execute transformation initiatives for client process, with a strong focus on process excellence, technology enablement, and analytics-driven insights.
• Act as a hands-on transformation leader, independently managing multiple concurrent projects using Lean, PDCA, and DMAIC methodologies.
• Collaborate closely with internal stakeholders including operations, WFM, and client servicing teams to identify process gaps and implement improvement strategies.
• Serve as a subject matter expert (SME) on Teleperformance’s internal AI and automation products, identifying deployment opportunities and conducting client demos.
• Drive the adoption of the TAP (Technology, Analytics, Process Excellence) framework to deliver measurable business outcomes.
• Analyse operational data to generate meaningful insights and performance dashboards for senior stakeholders and clients.
• Coordinate with cross-functional teams to ensure alignment on transformation goals, project timelines, and execution plans.
• Maintain continuous engagement with clients and internal leadership to communicate progress, secure buy-in, and ensure satisfaction with transformation outcomes.
• Operate as an individual contributor (IC) with full ownership of project delivery, without direct reports, while influencing across functions.
• Support strategic decision-making by identifying opportunities for innovation and aligning transformation efforts with client expectations and business objectives

The Requirements

• Minimum 10 years of experience in the BPO industry, with at least 5 years in core transformation and process excellence roles
• Proven ability to lead end-to-end transformation projects using Lean, PDCA, and DMAIC methodologies
• Strong understanding of AI deployment, with the ability to become an SME on internal products and demonstrate solutions to clients
• Hands-on experience in analytics and insight generation, with the ability to translate data into actionable business strategies
• Exceptional communication and stakeholder management skills, with experience engaging global client servicing teams and senior leadership
• Demonstrated ability to work independently in a high-ownership, individual contributor role
• Experience coordinating across operations, WFM, and technology teams to drive transformation outcomes
• Ability to manage multiple concurrent projects, prioritize effectively, and deliver consistent results
• Familiarity with transformation frameworks such as TAP (Technology, Analytics, Process Excellence)
• Strong problem-solving skills and a consultative mindset to identify gaps and propose scalable solutions

The Leadership Competencies for Exceptional Potential Are…

Smart and Decisive with Data

The ability to identify patterns across situations that are not related and to identify fundamental or underlying issues in complex problems using data.

Transformational Leader – Empathy, E.I. & Resilience

Awareness and understanding of your strengths, limitations, values, how you best perform, and your ability to manage feelings, thoughts, and behaviors – lead to successful interactions and relationships.

Agile Mindset

Promote a culture of continuous feedback and improvement, allowing teams to react quickly to change, preventing issues by optimizing progress speed, and enabling teams to reroute as necessary based on the dynamic BPO cadence.

Adaptability

The ability to effectively adapt to various situations, individuals, or groups, understand and appreciate different and opposing perspectives, and adjust the approach as the requirements change.

Global Thinker

The ability to develop a broad, big-picture view of Teleperformance and its mission, considering threats, trends, opportunities, and stakeholder focus, links long-range vision to work daily.

Innovative and Creative

The ability to imagine something new and realize it.

Purposeful and Impactful

Be constantly aware of the reason for doing something, the significance of what you are doing, and the effect it will have.

A True Partner

The ultimate collaborator seeking to add value in every interaction, sensing joint accountability in all business scenarios

Authentic and Connected Leader

The ability to understand other people, hearing and understanding the expressed thoughts, feelings, and concerns of others, fosters a psychologically safe environment that will encourage professional and personal growth, leading to the development of future talent.

Infinite Learner

Forever curious to pursue the learning opportunities provided, discover their own, and constantly learn on the job.

Digitally Smart

Adapt rapidly to new technology when needed, including integrating and accepting new system tools, applications, and methods. Employ technology to optimize organizational and individual performance.