Managing Director, Business Operation Modernization

Managing Director, Business Operation Modernization

Welcome to TELUS Digital where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canadas largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas : Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location

Our Managing Director, Business Operation Modernization can be based out of one of our major North American office locations or operate remotely, with frequent travel expected to our offices and clients.

The Opportunity

As the Managing Director, Business Operation Modernization at TELUS Digital Solutions, you will guide this critical practice towards growth and maturation by leading and scaling ~3k practitioners across North America, APAC, and LATAM. The BOM practice drives operational transformation for our clients through service offerings in Systems Engineering & Support, PMO, Business Process Design, Integration, and Cybersecurity. Reporting to the Global VP of Digital Services, this leadership role involves managing and evolving our BOM practice, leading commercial growth, crafting and executing transformation strategies that resonate with clients' needs, and ensuring the successful delivery of enterprise-level digital transformation programs.

Our BOM Practice modernizes systems and re-engineers processes to deliver measurable outcomes like faster operations, and improved NPS. Our BOM services focus on modernizing applications, improving system integration, and upgrading legacy technologies to drive faster, more efficient operations.

For example :

• In Telecom, we upgraded legacy customer care platforms, reducing call center handling time by 25% and improving customer satisfaction by 20%.
• In BFSI, we integrated a new loan origination system with existing CRM, enabling 40% faster approval cycles and improving operational efficiency by 15%.
• For a Telecom provider, we integrated legacy billing systems with real-time CRM, reducing billing errors by 25% and invoice generation time by 90%.
• For a BFSI company, we modernized loan servicing applications, automating manual processes and reducing loan approval time from 7 days to 3 days, driving operational cost reductions by 20% and improving customer satisfaction scores.

With BOM, we help clients transition to modern technologies, enabling them to be more agile and scalable across all aspects of their business operations.

Responsibilities

Competencies

Experience :

Industry Knowledge :

Leadership Competencies :

Communication and Collaboration :

Equal Opportunity Employer

At TELUS Digital, 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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What We'll Offer

In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits :

Annual Performance Bonus

This position is eligible for an annual performance bonus based on personal, division / business