Senior Client Project Manager - Casablanca

Entreprise :

TELUS International est le leader dans le domaine de l'innovation en matière d'expérience client numérique qui conçoit, élabore et offre des solutions numériques de pointe pour des marques mondiales et innovatrices.

À TELUS International, nous favorisons l'innovation en matière d'expérience client grâce à un travail d'équipe dynamique, à une pensée agile et à une culture bienveillante qui place les clients au premier plan. TELUS International est la branche mondiale de TELUS Corporation, l'un des plus importants fournisseurs de services de télécommunications au Canada. Nous offrons des solutions de centres de contact et d'externalisation des processus d'affaires (BPO) à certaines des plus grandes entreprises du monde dans les secteurs de l'électronique grand public, de la finance, des télécommunications et des services publics. Avec des capacités de livraison de centres d'appels mondiaux, nos programmes multi territoriaux et multilingues offrent une infrastructure sûre et sécurisée, des prix basés sur la valeur, des ressources basées sur les compétences et un service à la clientèle exceptionnel - le tout soutenu par TELUS, notre société mère de télécommunications qui pèse plusieurs milliards de dollars.

Nous sommes fiers d'être un employeur qui souscrit au principe de l'égalité d'accès à l'emploi et nous nous engageons à créer un milieu de travail diversifié et inclusif. Tous les aspects de l'emploi, y compris la décision d'embaucher et de promouvoir, sont fondés sur les qualifications, les mérites, les compétences et le rendement des candidats, sans égard à toute caractéristique liée à la diversité.

Poste :

Position Overview:

Project Management: Accountable for the planning and successful delivery of complex customer facing projects for TELUS's large business clients in a multi-faceted, challenging, complex, multi-disciplined environment; projects are focused on TELUS service offerings with emphasis on integrated Data and Voice IP based solutions having typical project values and ongoing revenue of $5-15M over 3 years. Oversee the implementation of regional, national and international client projects on behalf of TELUS using formal project management methodologies

Client Advocate: Manage the end-to-end delivery of the TELUS experience for clients; provide single point of contact and accountability for the client
Leadership: Is accountable to lead a matrixed team of individuals working independently across the organization; ability to engage key stakeholders to gain consensus and alignment on direction and strategy at the executive level; ability to earn and foster trust and respect from others; coaching, mentoring, motivating, and relationship building are key competencies for success in the role
Problem Resolution: Demonstrates ability to maintain control of projects with strong leadership skills required to deal effectively with conflicting issues, roadblocks, dependencies, and change

Key Responsibilities:

The successful candidate will:

• Demonstrate the ability to apply formal Project Management tools and methodologies
• Focus on TELUS service offerings with emphasis on integrated Data & Voice IP based solutions as well as wireless opportunities
• Proactively engage clients and stakeholders in setting project direction and taking the initiative to resolve project related issues while demonstrating diplomacy and tact
• Engage external parties and vendors to resolve issues and escalations collaboratively
• Provide a communication bridge between vendor and client personnel
• Improve and maintain a high standard of client satisfaction and loyalty to TELUS as measured by project customer satisfaction feedback survey results
• Maintain project financials and revenue projections

Profil recherché :

Required Skills and Abilities:

Required Professional Designation/Certification:

Candidates will have a Project Management Professional (PMP) designation or similar project management certification Post secondary education in project management (PMI Registered Education Provider) is considered an asset

Required Experience:

• Strong telecommunications / technical background
• Minimum 5 years Project Management experience
• Minimum 4 years in a customer facing environment

We are looking for a candidate who meets the following criteria;

• Complete understanding and consistent application of project excellence and change excellence methodology and tools
• Strong interpersonal skills with ability to interact at all levels with clients, vendors and internal teams
• Ability to resolve internal and external conflicting priorities in the delivery of a project; resolving resource issues; and managing project scope to meet customer expectations
• Powerful, concise, and effective communication and presentation to all levels of management and external clients
• Ability to lead a cross-functional team of individuals working independently and effectively across the organization
• Strong communication, risk management and strategic planning skills
• Knowledge of project financial management including Capitalization policies and Expense management

Adresse de notre siège :

Traits de personnalité souhaités :

Respect des règles Volonté de persuasion Distance émotionnelle Ténacité Besoin d'action Travail en équipe Implication au travail Organisation