Operations Account General Manager

Operations Account General Manager

Description

Position Summary

The Account General Manager’s main goal is to ensure the delivery of all program and client-facing KPIs while managing an efficient and profitable operation in compliance with the Company’s financial targets and growth projections. They are the primary owners of all client-facing activities and in charge of developing these long-term relationships, including guiding the internal and external alignment of all business objectives through efficient cross-functional collaborations.

Functional Responsibilities:

• Deliver on all goals and metrics as described in the client’s SOW, ensuring the alignment of all team members through clear objectives and action plans. 
• Develop and implement all necessary actions and remediation items aimed at improving all performance gaps, including the management of robust efficiency and staffing processes to ensure the program’s financial governance and profitability. 
• Establish a clear development pipeline, leveraging all available resources to further drive program engagement and retention. 
• Act with a clear sense of urgency toward all client concerns and inquiries, including acting as the main POC for WBRs, MBRs and QBRs.

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For Internal Applicants within TELUS Digital:

Minimum requirements for internal applicants:

• Must be a regular and active team member of TELUS Digital Morocco.

• Must have no active disciplinary sanctions at the time of application.

• For Lateral Movement

  • Must have a minimum of six (6) months of continuous tenure in the current role.

  • Scorecard Rating Criteria:

    • Application for the same role: Must have achieved an “Developing” rating or higher, with a six (6)-month average on the performance scorecard.

    • Application for a different role, same job level: Must have achieved an “Achieving” rating or higher, with a six (6)-month average on the performance scorecard.

• For Promotion Movement

  • For Associate to Support applications:

    • Must have a minimum of one (1) year of tenure in the current role. 

    • Must have achieved an “Achieving” rating or higher, based on a six (6)-month average performance scorecard & 'Achieving' Annual Rating in the last performance review. 

    • Certificate of Completion in Leadership 101 & Explore course in MyGrowth.

  • Managers and above applications:

    • Must have a minimum of two (2) years of tenure in the current role. 

    • Must have achieved an “Achieving” rating or higher, based on a six (6)-month average performance scorecard & 'Achieving' Annual Rating in the last performance review.

Important reminders:

• All applicants are required to attach their resume before submitting the application in Internal Careers Jobvite

• All applications will go through a series of approvals, from your immediate manager to your HR Business Partner assigned in the program/department

• The Talent Acquisition (TA) team can only process your application once it has been fully approved

About 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.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

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.

Equal Opportunity Employer Statement

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 the applicant's qualifications, merits, competence, and performance without regard to any characteristic related to diversity.