Vertical Lead

About the Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact. Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Responsibilities

• Facilitate seamless client interactions: analyze, document, and manage all client communications and ensure follow-through on action items.
• Share client interaction details with internal teams to ensure timely support and action.
• Drive client retention through deep understanding of client needs, personalized interactions, fast support, and proactive feedback collection.
• Develop comprehensive understanding of clients' business processes, services, products, and goals to build trust and meet requirements.
• Ensure commitments are fulfilled and client requirements consistently met; maintain focus on operational KPIs to drive continuous service improvement.
• Achieve month-over-month KPI attainment exceeding 85% across all metrics and ensure consistent, on-time implementation of Business Continuity Plan (BCP) protocols.
• Ensure FTE order fulfillment within 90 days from order and manage the FTE acquisition process effectively.
• Provide regular client updates on project progress, work completed, and resource management; anticipate challenges and mitigate risks.
• Close Master Action Registry items within 30–60 days, with emphasis on closing Q2 and Q3 registries on time.
• Manage client feedback and escalations, route issues to appropriate departments, and collaborate on mutually agreeable solutions.

Qualifications

• Bachelor in Business Administration, Operations Management, or related field.
• Minimum 5–7 years of experience in operations management, BPO, or a related industry.
• Proven leadership experience managing large teams and driving operational success.
• Strong problem-solving, decision-making, communication, and stakeholder management abilities.
• English B1 — oral and written comprehension required.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.
• Experience with data analysis and performance optimization.

Additional Information

• Work arrangement: onsite
• Employment type: full time