Global Account Executive

Roles and responsibilities

This role is responsible for the governance of the wellness program, for the site wellness leaders and third-party counsellors. Collaborating with multiple internal and external stakeholders to create effective strategies that raise awareness, educate, drive employee wellness, enhance mental health and keep people engaged.

Close collaboration will be required with various leaders throughout Teleperformance, including Global Wellness, Operations, HR, Recruitment, Training, and policy, among others. This role is client facing and requires strong vendor management ability.

Duties & Responsibilities

• Ensures that the Wellness program and associated Minimum Wellness Standard are implemented in line with the SOP.
• Hosts MBR, QBR and HBR meetings with internal and external stakeholders and partners.
• Guide the development and management of vendor partnerships to deliver support services as part of the overall wellness program.
• Lead and manage the team of Site Wellness Leads and 3rd party Counsellors in the delivery of their assigned responsibilities. Conducting regular one-to-one meetings, team meetings and performance reviews.
• Data gathering and analysis to measure effectiveness of the program content and initiatives.
• Maintains records, documentation, and reports for all wellness programs.
• Conducts monthly Wellness audit and data review for each site location to ensure continued compliance with the Minimum Wellness Standards and client requirements.
• Manages client reporting requirements.
• Manages internal reporting requirements.
• Engages with stakeholders as required to seek feedback for continuous improvement of the wellness program and associated offerings.
• Partner with internal departments to ensure that the wellness program is integrated into the recruitment and onboarding program.
• Works with the global research team on all matters of wellness research.
• Approximately 10% travel required.

Desired candidate profile

• Experience in managing Wellness for large & diverse Trust & Safety/Content Moderation teams.
• Minimum Master’s degree in clinical psychology, counselling, or related field.
• Strong project management and problem-solving ability
• Team player with the ability to collaborate with multiple internal and external stakeholders (at all levels of the organization)
• Experience in program and project roll-outs and launches.
• Previous experience managing a team.
• Previous experience managing vendors.
• Experience with end-to-end BPO Operations and industry’s best practices
• Ability to meet multiple demanding deadlines simultaneously.
• Excellent communication and client management skills, presentation abilities and stakeholder management
• Strong organizational and analytical skills
• Proven ability to work independently.
• Ability to be flexible and work creatively and analytically in a problem-solving environment.
• Proficiency in MS Office (Word, Excel, PowerPoint) required.
• Fluent in English

Competencies

• Collaboration and communication
• Information gathering and analysis.
• Stakeholder Management
• Problem Solving
• Leadership
• Planning and organizing (Project management)
• Delivering at pace