Operational Excellence Directorb Revenue Services, Italy
Pubblicato il 17-10-2026 - Teleperformance in Andria
We are building a new line of business centred on B2B Sales and Revenue-as-a-Service (RaaS) for our dedicated RaaS hub in Puglia, building on Revenue Services activity already running in the region.The Operational Excellence Director will own its operational build. The role is hands-on and site-based: taking stock of the existing Revenue Services operation, stabilising and growing it, and then standing up the new hub to TP's global RaaS operating standards.This is a build role, not an advisory one. The successful candidate will work alongside the Global RaaS team on the operating model and certification path, while being accountable locally for delivery, people and performance in Puglia.The Responsibilities & Duties- Take ownership of the existing Revenue Services activity in the region: assess current performance, stabilise delivery and identify growth opportunities within existing accounts.- Lead the operational stand-up of the new RaaS hub, from initial seats through to a scaled site, including workflow design, staffing model, training and governance.- Own operational KPIs, quality and profitability for the Italian RaaS programmes.- Build the local operations team: recruitment profiles, onboarding, coaching and development, in partnership with local HR.Align with the Global RaaS operating model- Work closely with the Global RaaS Operational Excellence team to adopt and localise the TP RaaS operating model, methodologies and standards.- Drive the site towards Foundation CoRE certification, covering all operational pillars, and maintain readiness thereafter.- Deploy TP revenue acceleration programmes and tooling within the Italian operation.- Document and maintain Standard Operating Procedures for Italian RaaS workflows,
aligned to global standards.Support commercial growth- Partner with the Italian commercial team on solution design, operational feasibility and costing for new RaaS opportunities.- Participate in client-facing sessions and site visits, presenting the operational model and delivery credentials.- Provide operational input into pilots and ramp plans, ensuring new programmes launch on time and to standard.Governance and reporting- Establish operational governance with clear owners, cadence and escalation paths.- Report performance, risks and improvement initiatives to Italian and global leadership.- Conduct root-cause analysis on operational issues and lead corrective action.- Willingness and availability to be based in Puglia, working on-site.- C2 Italian and professional working English. Italian is required for managing teams and recruiting locally; English is required forworking with the Global RaaS team.- Extensive experience (typically 5-7 years) in operational management or sales operations, with direct accountability for delivery, people and performance — not solely in an advisory or consulting capacity.- Demonstrated experience launching or scaling a new operation or site, including recruitment, training, and establishing internal and external governance.- In-depth knowledge of B2B sales processes, CRM and outbound/inside sales operational practices.- Proficiency in data analysis and the ability to interpret complex data sets to inform decision-making.- Familiarity with operational excellence frameworks (Lean, Six Sigma, TQM); relevant certification is an advantage.- Strong project management skills, with a track record of leading cross-functional projects from conception to execution.- Experience in change management and building a performance culture in a new or transforming operation.- A bachelor's degree in business administration, management, operations or a related field is highly desired.#J-18808-Ljbffr