Job Description

The role is to manage a multi-lingual team of Risk Agents to deliver a high calibre customer service and Risk service. Providing quality customer service is at the core of our team’s goals. The role is to manage a multi-lingual team of Risk Agents to deliver a high calibre fraud prevention and Risk Review service. The Risk Assistant Team Lead will have limited client communications to provide support. Primary responsibilities are to support the Senior Agents and Agents with daily operations. Responsible for team’s performance against SLA, quality of service, people engagement, all aspects of the business process and will be required to work closely with global counterparts. There will be an element of new process incubation, induction and process improvement. You will be responsible for promoting and maintaining a high-performance culture and great place to work.



 
Primary Responsibilities

  • 50% Team Lead responsibilities:
    • Drive and manage your team’s performance against SLA’s and KPIs including metric reporting on team performance
    • Provide a credible and expert point of contact for the Risk Team and internal stakeholders
    • Support team to achieve results with the highest possible standard of quality and delivery
    • Performance management: coaching, performance development, 1:1's, mentoring
    • Manage and maintain rosters of teams, holiday allotments and approvals
  • Other responsibilities within role:
    • Driving insights gathering from team members to improve quality and processes
    • Working within multiple teams across Accenture teams and support areas to execute and deliver a critical Risk service
    • 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 execute efficiency optimizations utilizing root cause analysis and data driven decisions
    • Assist with driving global initiatives
  • 10% of the time agent responsibilities working on tickets and customer escalations



Qualifications

Required Skills & Experience

  • Bachelor’s Degree / or relevant work experience
  • Experience supporting colleagues/peers in a service delivery environment
  • An ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impactful manner
  • Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing, recognizing the audience and communicating appropriately
  • Strong work ethic, taking accountability on accuracy and high-quality outputs and demonstrating integrity to core team values
  • Well-developed analytical skills and the ability to provide clarity to complex issues
  • Able to priorities and effectively manage time in a fast-paced work environment
  • Proactive to identify the root causes of issues by analyzing patterns and trends through data analysis
  • Ability to build and execute action plans through problem solving skills to improve performance
  • Keen relationship builder across the Accenture organization
  • Self-motivating, adaptable and able to inspire and motivate others
  • Ability to adapt to a fast-paced environment
  • Practical analytical problem-solving skills through analysis using (Excel, SQL, Access queries etc.)
  • Experience with data analytics (e.g. SQL, Access)



Additional Skills

  • 1+ years Customer Service Experience required and 1 years’ experience working in a social media environment would be advantageous*



Working Environment

  • Service Delivery and Target Driven environment
  • Willing to work across different shift hours – including weekend hours and holidays
  • Ability to meet tight deadlines with focus on quality, results and timely delivery. Candidate will need to stretch during peak/critical service delivery periods
  • Work with integrity, confidentiality and professionalism




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.

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.


All employment decisions shall be made without regard to age, race, creed, colour, 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 applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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