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Meet:

Samantha K.

Name

Samantha K.

Role

Service Delivery Ops Senior Manager

Location

Canada

Area of Interest

Operations Careers

Career Area

Portfolio and Delivery Management

Education

University of Western Ontario
"It was great to know that my choice to have a child and be away from the workforce for a year did not negatively impact my career or my value to the company."​

What I Do

I began my career with Accenture in 2007 as an experienced hire, managing two contact centers that support our client BC Hydro. After approximately 3 years of overseeing the Call Centre I was given a great stretch opportunity to oversee Customer Care on the BC Hydro account. This involved making sure the client’s needs were met and supporting multiple dotted line reports in my role as right hand to our BC Hydro lead. I then took on another project—becoming a mom! After returning from maternity leave, I took on a new role and was promoted to the Client Service Delivery Lead for BC Hydro Account in Customer Care, where I have accountability for service delivery to all BPO towers including Customer Care, Field Customer Service, Office Services , HR and Finance.

It was a great realization/relief to know that my choice to have a child and be away from the workforce for a year did not negatively impact my career or my value to the company. Accenture is really great about that, and prioritizes flexibility for their women in leadership roles.

Day in my Life

As the Client Service Delivery Lead for BC Hydro Account in Customer Care, I spend much of my day connecting with my team leads who run the areas of Customer Care, Field Customer Service, Office Services , HR and Finance. I also interact with leadership of Accenture’s Utilities business, sharing best practices and collaborating. If you have an idea or a need/requirement in your area of the business there is always someone around the globe that has expertise you can draw upon. That’s the great thing about Accenture.

My work constantly stimulates me through client interactions and the many challenging situations we encounter and have to solve. I continue to learn and do different things on a daily basis. The team I work with is also fantastic. Even when dealing with very stressful situations, the team supports each other and grows stronger as a result.

Outside the Office

My current hobby is chasing after my very precocious 2 year old daughter, Sophie…she keeps me busy.

I‘d be lying if I said it hasn’t been tough and often times crazy. I ask for help. At home, we have hired a live-out nanny to take care of Sophie while my husband and I are at work. My husband is also very supportive. He has really stepped up and now does practically all of the cooking and a lot of the housework. I’m very lucky to have him. In the office, the team is also very supportive. During my second week back at work, Sophie needed to be hospitalized and I needed to be with my little girl. My team pulled together and enabled me to be out of the office and focus on my family for a few days.

My Advice

Find a mentor to help you navigate your career. I think that works for any employee not just the new ones. Accenture is a big place. It can be overwhelming with its matrix and acronyms and the enormous amount of information you can find on the website. Having a mentor is a good way to find your way around and is a great tool for your personal development. Find someone who will challenge you to be a better version of yourself and who will encourage you to get out there and take risks.