Vice President, Business Development - BFSI

About the role

In this role, you will have direct management responsibility for all client portfolio management in their assigned sites/programs and overall accountability for the delivery of client strategy. As a senior leader, you will collaborate with other Executive, Global, and Site level leadership team members to develop the overarching client relationship and vision. You will also lead as an SME in Retail Banking and contribute to the growth of that sub-vertical.

Responsibilities

• Provide strategic direction and executive leadership over client/TP relationships.
• Develop and implement strategic plans and activities to meet all client objectives.
• Provide strategic solutions to add value back to the client’s business.
• Lead process-improvement initiatives that deliver financial targets.
• Ensure account management teams monitor and calibrate customer service quality and recommend product and process improvement ideas to clients.
• Create an environment that delivers excellent client service; ensure that account managers consistently drive operations to meet or exceed all financial and non-financial KPIs.
• Coordinate internal weekly, monthly, and quarterly business reviews, building a cohesive client relationship.
• Assume accountability for delivering value-added client management services in support of multiple account managers, contact center agents, technology professionals, and project managers.
• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high employee morale.
• Oversee all aspects of implementing new clients as needed, ensuring management, compliance, and reporting for all contact center operations, including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
• Demonstrate an awareness of the range of services TP provides and match them to the overall client strategy for program-level enhancement.
• Facilitate client visits, audits, and tours while demonstrating knowledge and awareness of the TP business and the ability to present this to suit client needs.
• Act as an escalation point for stakeholder issues that normal channels have not resolved.
• Attend Virtual and in-person seminars across the BFSI domain to build business intelligence on solutions available in the market.
• Create & collect a repository of Research white papers, blogs, and content focused on BFSI to build teams’ domain expertise.

First Year Key Objectives

• Develop a Global GTM Approach with Key BFSI Clients.
• Develop Internal Governance and Reporting Cadence with TP Stakeholders.
• Collaborate on Special Projects aligned with TP Global Strategy for BFSI.

Qualifications

• College or University graduate and/or proven extensive direct experience.
• Minimum of 5-7 years of experience in Financial Services, Payments and Product Commercialization.
• Proven success with client-facing interactions related to planning, business reviews, and business development.
• Serve as a Consulting Leader, bringing specific vertical expertise to TP’s clients as we develop better solutions for our global partners.
• Outstanding communication skills with leadership and executive-level partners – written and verbal.
• Experience in a Call Center Operations Environment or Project Management Team.
• Experience with strategic initiative development and implementation, specifically with operating policies, procedures, and work process improvements.
• Being comfortable presenting in a group setting.
• Analytical thinking, proactive attitude, strong written and oral communication skills.
• Strong negotiation and business management skills.
• Must be highly detail-oriented and able to be productive and accountable and manage to work under tight deadlines when needed.
• Experience within Outsourced Professional Services a plus but not required.

By TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening.