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Team Lead

Job Location: Dublin

Regional Description: Ireland

Job Number: 00680079 00680079_en

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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 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

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.)

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 atwww.accenture.com.

Please also note that 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.

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