Job Description
Accenture is seeking a Delivery Lead Manager with expertise in Next Generation Customer Operations - Customer Service Technology. The role involves managing and resolving customer queries, handling escalations, and ensuring timely closure of faults and complaints within SLAs. Responsibilities include planning, delivering, and executing projects, leading service delivery strategies, addressing performance issues, and implementing continuous improvement initiatives. The role also entails developing and managing key client relationships, evaluating client feedback, and overseeing human resource processes such as performance management and career development. The candidate will manage teams and work efforts, impacting their area of responsibility significantly. The position requires working U.S. time, potentially night shifts, and travel as needed.
Must Have:
- Customer Operations
- Customer Service Technology
- Service Delivery
- Client Management
- Performance Management
- Budgeting and Forecasting
- Client Relationship Development
- Workforce Management
- Cost Management
- Effective Communications
- Metrics & Reporting
- Operational Excellence
- Operations Management
- Problem-Solving & Escalation Management
- Process Improvement
- Project Management
- Real Time Call Management
- Resource Management
- Service Quality Management
- Team Management
- Negotiation
- Stakeholder Management
- Executive Presence
Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Delivery Lead Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Service Delivery • Plan, deliver and execute project(s) • Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g. client-site, delivery center) • Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement • Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s) • Support the achievement of contract controllable income (CCI) targets, a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market. Client Management • Develops and manages key internal/external client relationships. Demonstrates thorough understanding of client relationships/business practices. • Evaluates, responds to, and tracks/trends client feedback in areas of responsibility to promote Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance. Performance Management • Oversees and promotes consistent application of human resource processes including performance management, career development, salary review, and resource allocation within area of responsibility. • Manages team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime etc. and escalate issues when required according to established practices.
What are we looking for? SKILLS AND PROFICIENCY EXPECTATIONS Below are the skills and minimum levels of proficiency (or depth of skill) that employees in this role are expected to possess. Adaptations to these criteria apply in some countries. Competency Name Proficiency Level (Refer Defn. below) Budgeting and Forecasting Proficient (P2) Client Relationship Development Expert (P4) Workforce Management Advanced (P3) Cost Management Proficient (P2) Effective Communications Advanced (P3) Metrics & Reporting Advanced (P3) Operational Excellence Advanced (P3) Operations Management Advanced (P3) Problem-Solving & Escalation Management Expert (P4) Process Improvement Advanced (P3) Project Management Proficient (P2) Real Time Call Management Advanced (P3) Resource Management Advanced (P3) Service Quality Management Advanced (P3) Team Management Advanced (P3) Negotiation Proficient (P2) Stakeholder Management Expert (P4) Executive Presence Proficient (P2) • Able and willing to work U.S. time and as needed (i.e., night shift) • Employee must be able and willing to travel to and work from locations determined at the discretion of project leadership • Additional tasks not indicated may be assigned by immediate supervisor / leadership • Cyclical work shift including work hours at night • Client location holidays are observed instead of local country holidays
Roles and Responsibilities: •In this role you are required to identify and assess complex problems for area of responsibility • The person would create solutions in situations in which analysis requires an in-depth evaluation of variable factors • Requires adherence to strategic direction set by senior management when establishing near-term goals • Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach • Some latitude in decision-making in involved • you will act independently to determine methods and procedures on new assignments • Decisions individual at this role makes have a major day to day impact on area of responsibility • The person manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture • Please note that this role may require you to work in rotational shifts
Designation: Delivery Lead Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Service Delivery • Plan, deliver and execute project(s) • Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g. client-site, delivery center) • Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement • Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s) • Support the achievement of contract controllable income (CCI) targets, a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market. Client Management • Develops and manages key internal/external client relationships. Demonstrates thorough understanding of client relationships/business practices. • Evaluates, responds to, and tracks/trends client feedback in areas of responsibility to promote Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance. Performance Management • Oversees and promotes consistent application of human resource processes including performance management, career development, salary review, and resource allocation within area of responsibility. • Manages team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime etc. and escalate issues when required according to established practices.
What are we looking for? SKILLS AND PROFICIENCY EXPECTATIONS Below are the skills and minimum levels of proficiency (or depth of skill) that employees in this role are expected to possess. Adaptations to these criteria apply in some countries. Competency Name Proficiency Level (Refer Defn. below) Budgeting and Forecasting Proficient (P2) Client Relationship Development Expert (P4) Workforce Management Advanced (P3) Cost Management Proficient (P2) Effective Communications Advanced (P3) Metrics & Reporting Advanced (P3) Operational Excellence Advanced (P3) Operations Management Advanced (P3) Problem-Solving & Escalation Management Expert (P4) Process Improvement Advanced (P3) Project Management Proficient (P2) Real Time Call Management Advanced (P3) Resource Management Advanced (P3) Service Quality Management Advanced (P3) Team Management Advanced (P3) Negotiation Proficient (P2) Stakeholder Management Expert (P4) Executive Presence Proficient (P2) • Able and willing to work U.S. time and as needed (i.e., night shift) • Employee must be able and willing to travel to and work from locations determined at the discretion of project leadership • Additional tasks not indicated may be assigned by immediate supervisor / leadership • Cyclical work shift including work hours at night • Client location holidays are observed instead of local country holidays
Roles and Responsibilities: •In this role you are required to identify and assess complex problems for area of responsibility • The person would create solutions in situations in which analysis requires an in-depth evaluation of variable factors • Requires adherence to strategic direction set by senior management when establishing near-term goals • Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach • Some latitude in decision-making in involved • you will act independently to determine methods and procedures on new assignments • Decisions individual at this role makes have a major day to day impact on area of responsibility • The person manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture • Please note that this role may require you to work in rotational shifts
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