Managing Director, Business Operation Modernization

Who We Are

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 Canada’s 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-engineer 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

• Strategic Leadership: Architect and guide the strategy for Business Operations Modernization practice, with a focus on scaling and enhancing our application development, business process, PMO, and integration services, aligning with market and emerging industry trends. Define and evolve our offerings, and delivery models to stay ahead of market demands.
• Practice Management and Growth: Lead the growth and development of the BOM services practice, cultivating an environment where engineering at scale meets efficiency, driving both team and client success. Ensure alignment with broader digital services goals and the strategies of adjacent practice areas such as enterprise applications, QA/QE, and cloud engineering.
• Client Relationship Management: Build and sustain strong relationships with key clients, acting as a trusted advisor to ensure that transformation efforts deliver maximum value. Ensure that the delivery of services consistently meets the highest standards of quality and value.
• Business Development: Work closely with sales and account teams to identify and secure new business opportunities that align with TELUS Digital's vision and service offerings. Lead efforts to introduce new, innovative solutions and services that drive value for clients and differentiate TELUS Digital Solutions in the marketplace.
• Service Delivery Oversight: Ensure the successful execution of transformation projects, overseeing application development, process design, cybersecurity, and integration efforts. Cultivate an environment that fosters innovation, collaboration, and high performance, enabling cross-functional teams to deliver end-to-end solutions that integrate with other service offerings.
• Client Portfolio Diversification: Balancing the needs and strategic approaches across a varied client portfolio while maintaining a high standard of bespoke service.
• Team Leadership: Build and lead a high-performing team of professionals across multiple geographies, fostering a culture of excellence, innovation, and collaboration.
• Innovation and Process Improvement: Continuously enhance service offerings by integrating new technologies, automation tools, and methodologies that align with client needs.
• Thought Leadership: Represent TELUS Digital as a thought leader in the industry by contributing to discussions on modernization, automation, and process transformation.

Competencies

Experience:

• 10+ years of relevant leadership and team management experience within a top-tier management consultancy or global and publicly traded enterprise with a focus on business process transformation, application development, and large-scale project management.
• Leads line of business for midsize to large consultancy (ie: Office, industry, etc.).
• Leadership experience in technology consulting, project management, and executive partnerships.
• Clear and tested experience in leading cross-functional teams and managing P&L responsibilities.
• Proven track record of managing transformation projects in areas such as enterprise application development, integration, and cybersecurity.

Industry Knowledge:

• Deep understanding of business modernization, process design, automation, and integration technologies.
• Experience with enterprise systems, application development, and support in complex environments.
• Familiarity with the latest trends in digital transformation, cybersecurity, and process automation.
• Track record of being a dynamic decision-maker and having adaptiveness in a quickly changing environment.
• Deep knowledge of customer experience strategies and digital transformation.

Leadership Competencies:

• Exceptional leadership and people management skills, inspiring and motivating cross-functional teams.
• Excellent strategic thinking and problem-solving abilities, with strong business acumen.
• Proven ability to develop and maintain effective relationships with clients and key stakeholders.
• Strong business acumen with experience managing P&L and driving profitable growth.

Communication and Collaboration:

• Outstanding communication skills, both written and verbal, with the ability to present complex ideas effectively to C-level and Executive audiences
• A collaborative leader who can work across multiple teams and regions to deliver seamless transformation solutions for clients.

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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