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Operations Manager

Job Location: Dublin

Regional Description: Ireland

Job Number: 00582984

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- Job description

Operations Manager


Client facing role working with a large team of professionals (over 50 people). You are responsible for and own the delivery of service and service metrics to client as per contractual agreement, while managing all aspects of the team’s strategy, forecasting and delivery of execution excellence. You will own the future growth of the established team. People management, motivation, engagement and accountability are a key function of this role.


Main Responsibilities/Accountabilities

Responsibility for maintaining and developing key client relationships 

Responsibility and ownership for the delivery of service and service metrics to client 

Responsible for supporting quality programs 

Responsible for embedding new processes and workflows into the team 

Drive continuous improvement and value add initiatives 

Responsibility for meeting the obligations established within the contract 

Responsibility for assessing and implementing change, strategic directions 

Ensure process documentation complete and robust 

Coaching, developing and managing team members 

Ownership of serious issue resolution and escalation management 

Allocating resources and responsibilities across the team to deliver business results and develop team members 

Responsibility for team members’ formal evaluation processes including career development, salary review and performance management


Required Skills and Experience

6+ years’ experience managing teams in an outsourced / operations environment with multilingual teams 

Management of large teams (upward of 50 people) 

Multi party management i.e. subcontractors, client, other vendors etc. 

Demonstration of ability to meet SLA’s / metrics 

Revenue / financial management 

Strong organisational, multi-tasking, and time-management skills 

Strong Communication skills 

Excellent negotiation, influence, mediation and conflict management skills 

Excellent business acumen 

Creativity – focused on cost reduction/ service improvement opportunities 

Change Management experience 

Ability to work in a process-driven high demand environment 

Service focused with ability to meet targets on a continuing basis 

Ability to be flexible and work analytically in a problem-solving environment 

Excellent communication (written and oral) and interpersonal skills 

Strong supervisory, coaching and project management skills 

Ability to manage multiple simultaneous activities across different business activities. 

Delivery focus 

Proven focus on Continuous improvement and adding value to clients 

Proven experience managing matters involving sensitive and challenging user-generated content with good judgment, discretion and sensitivity. 

Six Sigma Green Belt Certification 

Fluent level English 


Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity


Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

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