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Service Delivery Operations Team Lead

Job Location: TX - Austin

Regional Description: Southwest

Número da Vaga: 00589605

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- Job description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Portfolio & Delivery Management professionals plan, deliver and execute one or more projects and programs for Accenture or its clients, ensuring appropriate resources are mobilized and programs/projects/portfolios meet operational, contractual and economic commitments.

Job Description


The Team Lead is responsible for daily supervision of a team and includes the management of customer interactions to increase customer satisfaction and improve service quality. 

Responsibilities of the Operations Team Lead: 
  • Operates as a subject matter expert and may be the escalation point for issue resolution and customer escalations. 
  • Manages effective internal external client relationships within a defined area of responsibility. 
  • Exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business. 
  • Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team
  • May make decisions about the day to day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours 
  • Manage workloads to ensure even distribution of responsibilities and provide development opportunities 
  • Perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy, and consistency 
  • Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases 
  • Prepare, analyze and interpret complex reports information and formulate conclusions 
  • Act as technical and functional resource and Subject Matter Expert for team members, peers and or clients as assigned 
  • May be accountable for ongoing management of effective client service relationship in one area
Basic Qualifications
  • Minimum of 1 year of experience in an Operations environment
  • Minimum of 1 year of experience in a Supervisory Role 
  • Minimum of a High School Diploma or GED
Preferred Qualiftication
  • Bachelor's degree
  • Reporting and analytics experience
  • Experience with escalation management and managing projects to established SLA s. 
  • Active user of social media platforms 
  • Ability to work in a fast paced setting
  • Schedule flexibility to lead a team that operates over the weekend

Professional Skill Requirements

  • Proven success in contributing to a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Desire to work in an information systems environment 
  • Excellent leadership, communication (written and oral) and interpersonal skills

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. 

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity 
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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