Global Account Wellness Lead

Creating a Digitally-Driven Tomorrow

Teleperformance is where inspiration meets innovation and where we empower individuals to redefine the future. For over 45 years, we have revolutionized business operations, leading the way in intelligent, digital-first solutions that simplify processes and supercharge results.

In 2023, we achieved an outstanding revenue milestone of more than €10 Billion, and with the recent acquisition of Majorel, our global team has expanded to 500,000 employees across five continents while serving more than 170 countries, proficiently serving over 300 languages and dialects.

Teleperformance isn't merely a workplace; it is globally certified as a Great Place to Work in 72 countries with a client portfolio that spans dynamic sectors such as Ad Sales, Cloud Sales, B2B Sales, Collections, Banking, Insurance, Travel, Healthcare, and Trust & Safety. Our company’s culture is an environment that thrives on diversity, equity, and inclusion. Where innovative ideas transcend boundaries, and every voice is heard and valued.

Welcome to a place where your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity

Reporting to the Global Vice President of Wellbeing, the Global Account Wellness Lead will plan, implement, and manage the complete wellness program for the assigned Trust & Safety account operation, across all global account locations.

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.

Basic Qualifications & Experience

• IMPORTANT: Minimum requirement is a degree in psychology, counselling, clinical social work or related field
• 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

Pre-Employment Screenings

In accordance with Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Such applications will not be considered, and no contractual association shall be established through such submissions.

Is There a Fine Print?

No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.