Friday, 10 September 2021 12:07

Nuno Menezes: “Teleperformance has become an extraordinary life experience for young, educated, open-minded people.”

During the last decade, young people have been relocating in large numbers to Portugal. It is not hard to understand this phenomenon, as the country offers an enviable lifestyle. In many instances, this opportunity would not be possible without the existence of Teleperfomance. For many foreigners it has been their first job in Portugal and a stepping stone for their career as they learn the language. The French headquartered company achieved annual revenue in excess of €5 billion in 2020. Furthermore, in March 2021, Great Place to Work™ recognised Teleperformance Portugal as the 13th best company to work for in Portugal, and as the 1st in the ranking of companies with more than 1,000 employees. Iberian Lawyer interviewed TP Portugal’s Legal director Nuno Menezes, who shared with us his journey at the company, the open minded and diverse internal culture, as well as what he values most when seeking advice from external counsel.

pjimage 2021 09 10T110732.344Teleperformance has become an emblematic presence in Portugal, enabling many young Europeans to relocate and work for the company. Can you summarise its journey in Portugal to date?

Teleperformance has become an extraordinary life experience for young, educated, open-minded people. As for myself, I worked as customer service representative at the contact center of a bank during my early student days, and finding resemblances with the professional experience of working within Teleperformance is just a coincidence. Employees can expect to find true career opportunities. In fact, many of Teleperformance’s top managers have started as CSRs in different projects. Top customer communication experiences, working with state of the art technology, the best innovation strategies within the industry, the chance to learn new skills and enhance existing ones, meeting people from all around the world, breathing from the cocktail of a truly multicultural company, and the unforgettable experience of working from Portugal on behalf of the most famous brands in the world, it’s just part of the journey. For the company it’s the opportunity to benefit from the talent, energy, and knowledge that only diversity can offer.

What initially attracted you to a career in the legal profession?

It wasn’t due to family or proximity relationships as is usually the case. During the fourth stage of my life cycle (youth), I realised the impact that integrity, passion and transparency, combined with intelligence, communication and a strong awareness of the Law, may have in other people´s lives (individuals or corporations). Since then I have been trying to improve those skills.

Who were the biggest influences in your early career and what did they teach you?

Interesting question. The most vital inspirations in my life came from people that I definitely did not want to be like, people that have showed me what I did not want to become, professionally speaking, and for a few different reasons. Professionals of the Law are accustomed to live in a “grey” spectrum of opinions and decisions, not black or white, right or wrong. We try, but sometimes it is not easy.
When we are struggling to be on the right “tone” of grey, I recall those “models” representing what I´m determined not to be. The most valuable outcome of such awareness is people trusting in you.

You became Legal director of Teleperfomance over ten years ago. How would you summarise the journey so far?

Indeeed, almost eleven. But time hasn’t passed, it’s a continuous journey of finding time to care.
Being part of such an amazing project like Teleperformance, with stable and sustained growth year after year, “Best Place to Work” awards on a continuos basis, not only dazzles me but is also the living proof that success is measured by how you take care of yours. In the Legal department we put our skills at the service of those goals.

How many people work in the legal department you lead today? Have you grown the team?

Today we are five fully dedicated legal professionals. The team has been steadily growing during my time in Teleperformance and the pressure to keep up with the pace is increasing.

How do you select your external legal advisors? Do you have panels/have lawyers pitch regularly for work? how much do you value sector experience?

Sector experience is not the primary or even the key factor we have. Agility to understand the challenges, to think out of the box, to give unambiguous opinions are the attributes that I value the most. To select external legal advisors I focus on the individual I will be working with. I need to know/to engage/to trust/ the legal expert on each specific field of the law we will need support in. At the end of the day, we expect them to be an added value of expertise and wisdom. We´ve been working with three or four different law firms, exactly because not only is a second opinion sometimes wise, but also because the more qualified, skilled, available or intelligent experts for each particular case are not always in the same Law firm. 

How is the legal tech evolution impacting your organisation and your relationship with external advisors?

The continuous technological evolution of Teleperformance, as a world leading company in what regards technology and security, has undoubted influence in our way of delivering, communicating and interacting. We do expect our external partners to do the same. The Cloud, mobile applications, colaborative Software, electronic signatures, digital archive, are just a few examples of how we´ve been adapting and how we expect our partners to behave.

What is your biggest frustration when working with external law firms?

After some years of experiencing and evaluating the menu for a successful relationship with external law firms, I would say slow response time and a weak way of analising problems and providing opinions (and by this I mean not being able to ask the correct questions when assessing the problem, diving deeper into understanding the company´s standards and expectations, and provide tailored solutions for concrete problems, rather than standard approaches for generic problems). This leads to incomplete opinions, time consuming interactions, and a waste of money. The biggest frustrations also come when dealing with complex problems, needing to be discussed and deconstructed with cleverness, awareness and wisdom.

What do you value the most when working with external counsel?

Exactly the ability to avoid those motives that trigger frustration.

When was the last time a law firm really impressed you?

Everytime I (or we in the Legal department) have to deal with a legal question, a flaw in arguments, or uncertainty on judgment, and a short phone call with one of our partners is a real crutch to put us on the right track of dealing with the problem. Availability is equal to scalability. Complex problems (in substance or quantity) may arise and may be more interesting for law firms to deal with (more time, more money), but fortunately for companies investing in internal Legal departments, expectation is to avoid problems from becoming more complex and, when or if they do, they are no longer regular problems. With that said, those in the best position to be invited to quote have already contributed to solve minor day-to-day issues, participated in repeated short friendly calls, and have invested in relationships (also permitting them to better understand the company peculiarities). A Fee model that accommodate these challenges, together with the above expectations would really excite me.

By Michael Heron

To read the full interview on issue number 107 click here

The Latin American Lawyer
N.21 • September 2021

IL98 cover SP IL94 cover EN

Iberian Lawyer
N.107 • September 2021

IL98 cover SP IL94 cover EN

IL LatamAwards STD 300x100 1

IPTMTAwardsPT 2021 300x250 Vincitori

UIAMadrid 300x100

IpTmtAwardsSpain 2021 300x100 finalists 1

IL LatamAwards STD 300x100 1

IL LatamAwards STD 300x100 1

IL LatamAwards STD 300x100 1

This website uses cookies

We use cookies to ensure that we give you the best experience on our website. If you continue without changing your settings, we'll assume that you are happy to receive all cookies on the IberianLawyer website. However, you can change your cookie settings at any time. Learn more

I agree

What do I need to know about cookies?

A cookie is a small text file that’s stored on your computer or mobile device when you visit a website. We use them to:

  • Remember your preferences
  • Tailor our sites to your interests.

There are different types of cookies

First party cookies

These are set by the website you’re visiting. And only that website can read them.  In addition, a website might use a separate company to analyse how people are using their site. And this separate company will set their own cookie to do this.

Third party cookies

These are set by someone other than the owner of the website you’re visiting. 

Some IberianLawyer web pages may also contain content from other sites like Vimeo or Flickr, which may set their own cookies. Also, if you Share a link to a IberianLawyer page, the service you share it on (e.g. Facebook) may set a cookie on your browser.

The IberianLawyer has no control over third party cookies.

Advertising cookies

Some websites use advertising networks to show you specially targeted adverts when you visit. These networks may also be able to track your browsing across different sites.

IberianLawyer site do use advertising cookies but they won’t track your browsing outside the IberianLawyer.

Session cookies

These are stored while you’re browsing. They get deleted from your device when you close your browser e.g. Internet Explorer or Safari.

Persistent cookies

These are saved on your computer. So they don’t get deleted when you close your browser.

We use persistent cookies when we need to know who you are for more than one browsing session. For example, we use them to remember your preferences for the next time you visit.

Other tracking technologies

Some sites use things like web beacons, clear GIFs, page tags and web bugs to understand how people are using them and target advertising at people.

They usually take the form of a small, transparent image, which is embedded in a web page or email. They work with cookies and capture data like your IP address, when you viewed the page or email, what device you were using and where you were.

How does the Iberian Lawyer use cookies?

We use different types of cookies for different things, such as:

  • Analysing how you use the IberianLawyer
  • Giving you a better, more personalised experience
  • Recognising when you’ve signed in

Strictly Necessary cookies

These cookies let you use all the different parts of Iberian Lawyer. Without them services that you have asked for cannot be provided.

Some examples of how we use these cookies are:

  • Signing into the IberianLawyer
  • Remembering previous actions such as text entered into a registration form when navigating back to a page in the same session
  • Remembering security settings which restrict access to certain content.

Performance cookies

These help us understand how people are using the IberianLawyer online, so we can make it better. And they let us try out different ideas.
We sometimes get other companies to analyse how people are using the IberianLawyer online. These companies may set their own performance cookies You can opt out of these cookies here.Some examples of how we use these cookies are:

  • To collect information about which web pages visitors go to most often so we can improve the online experience
  • Error management to make sure that the website is working properly
  • Testing designs to help improve the look and feel of the website.
Cookie nameWhat it's for
Google DoubleClick The IberianLawyer uses Google DoubleClick to measure the effectiveness of its online marketing campaigns.Opt-out of DoubleClick cookies
Google Analytics From time to time some IberianLawyer online services, including mobile apps, use Google Analytics. This is a web analytics service provided by Google, Inc. Google Analytics sets a cookie in order to evaluate use of those services and compile a report for us.Opt-out of Google Analytics cookies