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Team Lead - Trust and Safety

Job Location: Dublin

Regional Description: Ireland

Job Number: 00641834

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- Job description

The purpose of this role is to manage the Client Team based in Dublin, Ireland. The Team Lead will manage the multi-lingual group and is responsible for delivering high calibre customer/risk service to the client’s customers.

 

The Team Lead (TL) will represent the team in communications with the client and provide all levels of support as necessary. The TL is the main point of contact for the client and acts as the single point for escalation on urgent issues. Responsible for team’s performance against SLA, quality of service, people engagement, all aspects of the business process and will liaise closely with global counterparts. There will be a strong element of new process incubation, induction and process improvement.

 

Main Responsibilities/Accountabilities:

         Working within multiple teams across both Accenture teams and client teams to execute project deliverables

         Ability to demonstrate credibility to work alongside/with client SME’s and team leaders

         Manage team performance to meet client SLA’s and KPI’s, including metric reporting on team performance

         Performance management: career counselling, coaching, performance development, 1:1's, mentoring

         Support team to achieve results with the highest possible standard of quality and delivery

         Promote culture of continuous improvement across the teams in the global delivery network

         Continuous improvement strategies and ideas, including new process incubation and induction

         Drive and manage global initiatives

         Allocation and distribution of tasks across languages and processes

         Working closely with Accenture internal teams to identify and implement best practice opportunities

         Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client

      Ensure all reports are delivered accurately and timely in accordance with the statement of work

         Escalation and support management

         Flexibility around working hours and some international travel may be required

         Communicate and celebrate success and achievements 

Basic Qualifications

         1 year of team management experience in a Business Process Operations environment

         1 year of reporting experience

 

Preferred Qualifications:

         Bachelor’s degree

         Strong user of excel (formulas, pivot tables, v-lookups, macros)

         Project management experience is highly desirable

         Knowledge of various project management methodologies: waterfall, lean, agile

         Experience with analysis tools such as SQL and Access queries

         Workshop facilitation an advantage

 

Professional Skills requirements:

 

         Ability to build relationships with stakeholders in multiple geographies

         Consultative work style to lead client work.

      An ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impactful manner

         The ability to develop creative and breakthrough solutions

         Strong interpersonal skills

        Well-developed analytical skills and the ability to provide clarity to complex issues, and synthesize large amounts of information

         Ability to prioritise and effectively manage time in a fast-paced work environment

         An ability to identify the root causes of issues by analysing patterns and trends through data analysis

         Ability to build action plans through problem solving skills to improve performance

         Ability to work on own initiative while in a team environment

         Excellent organisational & time management abilities

         Ability to establish and maintain key relationships across both Accenture and the Client’s organisation

         Self-motivating, adaptable and able to inspire and motivate others

         Prior experience working in an environment of frequent change

      Practical analytical problem solving skills through analysis using (Excel, SQL, Access queries etc.) 


About Accenture

 

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 specialised 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. Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

 

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, or any other basis as protected by applicable law.

 

Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

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