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.
The Operations Manager role is mainly to implement the right processes and practices across the organization.


The specific duties of an Operations Manager include formulating strategy, improving performance, procuring material and resources, and securing compliance. You should be ready to mentor your team members, find ways to increase quality of customer service.

Key Responsibilities

  • Manage overall delivery of service: planning, execution and reporting 

  • Develop Operating model to deliver effectively and generate efficiencies across all supported functions. 

  • Proactively eliminate critical path road blocks to help ensure successful delivery. Take steps to proactively mitigate project risk. 

  • Prioritize & set expectations on key deliverables 

  • Manage relationships and coordinate work between different teams at various locations 

  • Mentor and provide guidance to project resources 

  • Track and report SLA/KPI’s of Shared Services team performance and lead process improvements 

  • Understand and meet customer expectations to ensure SLAs are green, manage day-to-day relationships with internal customers, resolution of escalations and take applicable and relevant actions on customer feedback. 

  • Demonstrates confidence and ease when presenting to mid-level client groups  

  • Responds effectively to client questions and consistently sets clear expectations for timing to complete requests. 

  • Establish rapport and maintain long-term relationships with client champion and executives 

  • Ensure tactical alignment with stated goals, objectives and strategy 

  • Strong independent decision-making, organizational, planning and problem-solving skills 

  • May take accountability for effectively handling senior-level escalations or customer complaints received via various sources 

  • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction 

  • Share information required for the team to be successful 

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Qualifications

Required Experience

  • Proven work experience as Operations Manager or similar role

  • Knowledge of organizational effectiveness and operations management

  • Experience budgeting and forecasting

  • Familiarity with business and financial principles

  • Excellent communication skills

  • Leadership ability

  • Outstanding organizational skills

  • Degree in Business, Operations Management or related field

  • Working knowledge of customer service software, databases and tools

  • Awareness of industry s latest technology trends and applications

  • Ability to think strategically and to lead

  • Strong client facing and communication skills

  • Advanced troubleshooting and multitasking skills

  • Customer service orientation

  • Client Customer handling experience.

  • Excellent customer service skills.

  • Acts confidently in uncertain circumstances works effectively in ambiguous situations.

  • Takes well thought out action to achieve a specific impact.

  • Positive, energetic, enthusiastic attitude.

  • Proven problem solving skills and the ability to think critically and use a logical approach to determine the best solution innovative ideas in ambiguous situations where minimal information is provided.

  • Communication Skills Operations Managers possess strong interpersonal skills, which enables them to communicate with their team, give clear instructions, and provide great customer service

  • Operations managers are responsible for building partnerships and liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.

  • Teamwork Operations managers need to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff

  • Detail Oriented This position requires analytical skills and the ability to interpret information

  • Strong English Skills for Business (Written and Spoken)

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

  • +5 years experience in Customer Service 

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

  • Client/Customer handling experience 

  • Excellent customer service skills 

  • Acts confidently in uncertain circumstances; works effectively in ambiguous situations 

  • Takes well thought-out action to achieve a specific impact 

  • Positive, energetic, enthusiastic attitude 

  • Proven problem-solving skills and the ability to think critically; and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided 

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. 

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