Team Lead CL10
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
• Expert knowledge of Data Management Operations checks and system
logic
• Developed skills and
knowledge of SRT, CRM and Salesforce
• Have
experience in building out program launch and tracking
• Informed of current sales requirements and key goals quarter on quarter
Basic Qualifications
• 1 year of team management experience in a Business Process Operations
environment
• 1 year of reporting experience
