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Account Leadership (Manager/Senior Manager)

Job Location: Shanghai

Job Number: 00273650

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- Job description

Owns client relationship for the Operations contract which covers one or more of the Ops offerings. Responsible for client relationship, Profit and Loss management of the account, quality and risk with the services provided to the client, strategic positioning for growth and people management of the account.Interfaces with the Client Account Lead (CAL) and appropriate leadership within Service Delivery Operations (SDO).Responsible for shaping and driving valueled transformation for the clients.
 
Key Responsibilities
 
Your role includes some or all of the following key responsibilities. You should review these in conjunction with career level guidelines to gain a clear understanding of the expectations for your role.
 
Develop and Grow the Client Relationship
  • Provide single point of contact for the client account leadership and the client for the Operations contract, generating new opportunities through various client contacts
  • Accountable for client satisfaction, referencibility and successful external audits
  • Set client expectations in conjunction with the client account leadership and manage the expectations
  • Establish formal routines for delivery account reviews with:
o          Client Account Leaders
o          Operations Service Delivery Leads and Commercial Director
 
Drive Outsourcing Growth
  • Leverage industry expertise to influence client outsourcing strategies
  • Drive incremental revenue growth through expansion or renewals of outsourcing work
  • Participate in client account planning and forecasting activities

Key Behaviors and attributes

  • Build trust-based relationship/client-centric  
  • Focus on teaming & collaboration
  • Passion for business development
Lead and develop the Outsourcing Account Delivery Team
  • Drive the succession plan and talent management for the Outsourcing Account Delivery Team
  • Lead the Outsourcing Account Delivery Team and support functions

Manage the operational and financial performance of the Outsourcing contract

  • Sponsor the client transformation program and activities to meet service measures and cost savings, if applicable
  • Achieve outsourcing contract controllable income targets using the most appropriate principles, levers and tools.
  • Set and manage outsourcing contract service level agreements, acting as a delivery escalation point around client priorities and issues
  • Manage outsourcing change orders, service quality, and recovery plans
  • Improve mobilization and transition costs in conjunction with Service Delivery Operations
  • Participate in and comply with the outsourcing account quality programs, including QA, Client Satisfaction and QPI and drive implementation of changes identified
  • Ensure adoption and compliance with Accenture Delivery Methods in accordancewith Policy 11, including the creation and maintenance of the management plans (e.g., Business Continuity, etc.)
  • Achieve year-over-year efficiencies in conjunction with Service Delivery Operations

People Management

  • Drive the succession plan and talent management for the account team
  • Lead the account and support functions
Profit and Loss Management
  • Responsible for overall financial plan for the account and annual Operations account plan
  • Achieve outsourcing sales, revenue and contract controllable income targets using the most appropriate principles, levers and tools

Strategic Positioning & Growth

  • Leverage industry expertise to influence client outsourcing strategies
  • Drive incremental revenue growth through expansion or renewals of work
  • Participate in client account planning and forecasting activities

 

 
Career Level Expectations
 
Below are the expectations for all employees in this role. Please note that additional criteria may apply in some countries. If your home country appears in the "Country Specific Information" link at right, please click the country name to view the applicable expectations for this role.
 
Complexity
 
Degree of difficulty of an assignment or the level of problem-solving assessment and resolution required, as indicated by degree of problem-solving, strategic vs. routine focus, and stakeholder interactions (e.g., Executives, Supervisor, etc.)
  • Requires identifying and assessing complex problems for area of responsibility. Creates 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 is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach.
Authority
 
Power to influence or complete assignments independently and ability to make decisions, as indicated by latitude to devise work products or plans, reliance on instruction and decision-making ability
  • Some latitude in decision-making. Acts independently to determine methods and procedures on new assignments
Impact or Decision Impact
 
Risk or consequences in the event of failure, as indicated by range of expected impact, such as within a team or across a team or area of responsibility and level of risk
  • Decisions have a major day to day impact on area of responsibility
Scope
 
Degree of accountability for assigned tasks, our clients and/or the organization, as indicated by size of work effort and scale of entity and/or program
  •  Manages large - medium sized teams and/or work efforts at a client or within Accenture
Language
 
  • Japanese fluent
  • English speaking will be a plus but not a must


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