Nicole Telfer

Director Global Operations @Concentrix

GB

Concentrix is a global technology and services company employing people across 40+ countries, trusted by enterprise clients — including Fortune Global 500 organisations — to deliver customer service, digital transformation and operational solutions at scale. Brought in to lead complex, high-value global engagements for enterprise clients in regulated Pharma, Healthcare and FMCG environments. Full accountability for multi-country service delivery, commercial performance, compliance and transformation across 85+ countries and 35+ languages. • Full commercial accountability for two strategic, multi-country engagements, owning 8-figure P&L outcomes and balancing margin protection, cost governance and long-term account sustainability. • Direct leadership of ~200 FTE across Malaysia, China, Bulgaria, Brazil and Peru — with Operations Managers reporting directly into the role. • Led a four-year digital and automation transformation programme achieving a 20% reduction in cost-to-serve, while sustaining CX performance and protecting customer loyalty and retention. • Senior partner to VP- and Director-level client stakeholders — shaping service strategy, providing operationally grounded consultancy on digital-first CX design, and protecting long-term account value. • Full accountability for compliance, audit outcomes, data privacy, consumer safety and brand protection across regulated environments.