Global Wellness Account Lead

👋 About TP

Teleperformance is a global, digital business services company. We help the world’s best brands streamline their business in meaningful and sustainable ways using cutting-edge, digitally powered business services. With nearly 500,000 talented and passionate people speaking over 300 languages, our global reach and local presence enable us to be a positive force, supporting our communities, clients, and the environment.

💼 The Role

Reporting to the Global Vice President of Wellbeing, the Global Account Wellness Lead will be responsible for planning, implementing, and managing the complete wellness program for a specific Trust & Safety account operation across all global account locations. This role is crucial for overseeing the wellness program's governance, working with site wellness leaders and external counselors. You will collaborate with various internal and external stakeholders to develop and execute strategies that promote awareness, educate, drive employee wellness, enhance mental health, and keep individuals engaged.

You'll work closely with various leaders across Teleperformance, including Global Wellness, Operations, HR, Recruitment, Training, and policy teams. This role has a client-facing component and requires strong vendor management abilities.

🎯 What You'll Do

• Ensure Wellness Program Implementation: Make sure the Wellness program and associated Minimum Wellness Standards are implemented according to the standard operating procedures.
• Stakeholder Meetings: Host regular meetings with internal and external stakeholders and partners, including monthly, quarterly, and half-yearly business reviews.
• Vendor Management: Guide the development and management of vendor partnerships to provide support services as part of the overall wellness program.
• Team Leadership: Lead and manage a team of Site Wellness Leads and external counselors, conducting regular one-on-one meetings, team meetings, and performance evaluations.
• Data Analysis and Reporting: Gather and analyze data to evaluate the effectiveness of program content and initiatives. Maintain records, documentation, and reports for all wellness programs.
• Compliance & Audits: Conduct monthly Wellness audits and data reviews at each site to ensure ongoing compliance with the Minimum Wellness Standards and client requirements.
• Client & Internal Reporting: Manage client and internal reporting needs.
• Continuous Improvement: Engage with stakeholders to get feedback to continuously improve the wellness program and related offerings.
• Integration with Processes: Partner with internal teams to integrate the wellness program into recruitment and onboarding procedures.
• Wellness Research: Collaborate with the global research team on wellness research projects.
• Travel: Expect approximately 10% travel.

🧠 What We're Looking For

• Education: A master's degree in clinical psychology, counseling, or a related field is a must.
• Experience:
  • At least 2 years of experience managing wellness programs for large and diverse Trust & Safety/Content Moderation teams.
  • Experience with end-to-end BPO operations and industry best practices.
  • Proven track record of managing vendors.
• Skills & Abilities:
  • Strong project management and problem-solving abilities.
  • Excellent team player with the ability to collaborate with multiple internal and external stakeholders at all organizational levels.
  • Experience in program and project rollouts and launches.
  • Experience managing a team.
  • Ability to juggle multiple demanding deadlines.
  • Exceptional communication and client management skills, presentation abilities, and stakeholder management expertise.
  • Strong organizational and analytical skills.
  • Proven ability to work autonomously.
  • Adaptable and able to think creatively and analytically in a problem-solving environment.
  • Proficient in Microsoft Office (Word, Excel, PowerPoint).

🔑 Key Competencies

• Collaboration and communication
• Information gathering and analysis
• Stakeholder Management
• Problem Solving
• Leadership
• Delivering at pace

Job Category: Human Resources