Job Description

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, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 624,000 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.


Key Responsibilities

  • Business Operations Activities

  • At a single project level performs business operations activities such as reporting & tracking, demand/supply, managing risk/issues at a project level. May be given the opportunity to manage multiple projects under close supervision

  • Control delivery of programs, projects and/or managed services

  • Deliver desired business outcomes and/or service commitments through effective planning and execution

  • Manage the delivery effort including change, demand and support of operations management within schedule, cost, quality, effort and SLAs

  • Prioritize and manage the scope of the assigned program, project or contracted service

  • Identify, understand and effectively manage milestones and dependencies across multiple stakeholders ensuring clear accountabilities and shared understanding of impact

  • Manage issues and risks of the assigned program, project, releases or contracted service

  • Monitor’s delivery of programs, projects and/or managed services

  • Monitors delivery performance and quality using metrics and status reporting and implement continuous improvements

  • Supports the management of financials, contractual, and operational commitments in alignment with contract and original deal economics, as well as cost management targets

  • project management experiences

  • Support standard management reporting processes and metrics throughout the delivery/product organization by creating templates, job aids and other materials and produce reporting packages as required

  • Plan programs, projects and/or managed services

  • Baseline the scope and estimate and plan the work

  • Plan and manage resourcing/staffing within a globally sourced delivery model

  • Works with multi location teams to deliver exceed client KPI targets works with GPO to implement stretch goals and remove barriers to achieve

  • Be the main POC for Client Stakeholders, Accenture Global Functional Lead and location Service Leads

  • Proactively questions status quo on our speed, quality, and ability to enable operations, and works with our Global Process owners to push ourselves to higher KPI and performance standards before client asks for it

  • Establish delivery governance and cadence withing the function, workflows and sites, to review data across multiple cuts and slices

  • Regularly review current practices across workflows and sites to ensure best practice sharing and implementation takes a global view to standardization of processes and practices

  • Works closely with internal and location Site Leads to remove any barriers relative to delivery enablement including Talent Sourcing, Facilities, Technology enablement for existing and new locations.

  • Responsible to ensure delivery BCP for client continually evaluate how best to mitigate our service delivery risks to client, and recommend BCP solutions based on environmental concerns

  • Overall

  • Provide coordination/communication support to Delivery or Product leads and their team(s) to ensure initiatives meet schedule, budget, and quality commitments

  • Produce consolidated project status reporting

  • Track, measure, report and communicate project costs, performance issues and risks

  • Maintain internal process documentation

  • Provide ad hoc analysis and support as required

  • Ensure that new deals and projects adhere to governance processes or escalate non-compliance to the Program Management Office (PMO) and Delivery Excellence Lead

  • Provide continuous improvement to processes, tools, metrics and training, based on ongoing experience, process metrics and feedback from process users and other stakeholders to drive further efficiencies in the organization

  • Review project status reports and action item logs to identify issues; address risks and concerns directly with project stakeholders or action item assignees or raise them to the attention of senior management for further direction

  • Facilitate a project management network to provide a vehicle for learning opportunities and sharing 

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Qualifications

Required Experience

  • Advance English communication skills (Written and Oral)

  • +5 years’ experience in Customer Service 

  • Excellent communication and written skills in English, with strong empathy 

  • Client/Customer handling experience 

  • Excellent customer service skills

  • Bachelor’s degree or relevant experience

  • Ability to work in our matrixed environment

  • Rallies alignment across delivery, function and shared services teams

  • Is comfortable to influence without control authority

  • Is quick and decisive makes data driven decisions

  • Has deep empathy for our people, and always puts people first

  • Has business acumen and translates client business imperatives to delivery practices

  • Is an active listener, and treats each idea and issue on its merit, and addresses them with fairness

  • Willing and able to get to the root of a problem, find viable solutions, and rally support for the solutions across the Client account and Accenture ecosystem

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.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

Life at Accenture

Work where you're inspired to explore your passions and where your talents are nurtured and cultivated. Innovate with leading-edge technologies on some of the coolest projects you can imagine.

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Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.

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Be your best every day in a work environment that helps drive innovation in everything you do.


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