Director of Operations Transformation

About TELUS Digital

TELUS Digital (NYSE and TSX: TIXT) designs, builds, and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS Digital’s integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation, and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions, and other managed solutions. Fueling all stages of company growth, TELUS Digital partners with brands across high-growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality. Learn more at: telusinternational.com.

Position Overview:

As a Director Operations Transformation you oversee the strategic planning, development, and execution of large-scale transformation initiatives across Operations. You drive the alignment of transformation efforts with the company’s overall strategic objectives, ensuring sustainable, long-term business value. You lead multiple project teams to achieve strategic objectives, fostering a culture of continuous improvement and agility. You manage the performance, drive engagement and foster development of your team.

Essential Responsibilities:

• Lead the development of the overall transformation strategy, aligned with organizational goals
• Deliver multiple high impact, cross functional transformation programs and projects, meeting or exceeding all defined KPIs
• Leverage change management strategies and tactics to ensure successful, sustainable change
• Clearly identify and understand risks and supporting mitigation strategies to deliver exceptional outcomes
• Manage relationship with key stakeholders to ensure buy-in and support for transformation efforts
• Establish governance frameworks and methodologies for transformation initiatives
• Partner with the reporting & analytics team to develop and track KPIs to measure the success and ROI of transformation initiatives
• Lead and develop a high-performing, highly engaged team, providing guidance, support, and mentorship
• Continuously generate new ideas and programs to build a strong funnel of transformation program

Core Competencies:

• Giving support, focusing on customers, embracing technology, managing self-development

Leadership Competencies:

• Providing leadership, leading change, building effective teams, managing stakeholders

Leadership Competencies:

• Expertise in leading large-scale transformation initiatives
• Exceptional executive-level stakeholder management
• Expert change management and program management skills, with the ability to manage competing priorities with a sense of urgency
• Ability to leverage data insights to drive continuous improvement
• Ability to simplify complex information, streamline data into compelling presentations, and make meaningful recommendations
• Advanced financial management and budgeting skills
• Ability to direct the resolution of highly complex or unusual business problems applying advanced critical thinking
• Advanced presentation skills, with the ability to negotiate and influence at all levels of the organization
• Strong understanding of BPO, trust, and safety or AI environment

Qualifications:

• 10+ years of work experience; 5+ years in senior leadership roles
• Bachelor’s degree in Business Administration, Operations Management, or related field
• MBA is asset
• Proficient oral and written English

TELUS Digital Values:

TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.