Job Description

Job Title                         Team Lead

Reporting to:                  Service Delivery Ops Manager

Career Track                  Client Delivery and Operations

Level                              Team Lead, Level 10

Location                         Client Site, Dublin 3



Role Summary


The Team Lead will manage a multi-lingual group and is responsible for delivering high caliber customer service and metrics to the client’s business customers.


The Team Lead will represent the team in communications with the client and provide all levels of support when necessary. They are the main point of contact for the client and act as the point for escalation. They are responsible for all aspects of the process and will liaise closely with global counterparts. There will be a strong element of analytical metrics review & input, new process incubation, induction and process improvement



Principle Responsibilities


·         Client Focused:

o    Provide the client with SLA and metric reporting on team performance

o    Action plans for any areas of risk

o    New process incubation and induction

o    Continuous improvement strategies and ideas

o    Risk and issue management

o    Escalation and support

  • Team Focused

o    Resource management and scheduling

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

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

o    Coordinate coverage across languages and processes

o    Leverage Accenture internal knowledge groups to support team

o    Complete all Team Lead responsibilities in accordance to Accenture's policies 

·         Role Focused

o    Drive and manage Global initiatives

o    Allocation and distribution of tasks across languages and processes

o    Provide Insight to client on business trending

o    Improve business processes within the team

o    Identify opportunity to add value to client

o    Understand the current environment and suggestion and implement ideas for improvement

o    Drive for global standardisation where possible

o    Responsible for maintenance and review cycle of process documentation

o    Create and maintain project documentation relating to technology projects

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

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


  • Other Key Area's

o    Drive opportunity for improvement across the operation

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

o    Promote an ethos and culture of improvement across the teams in the global delivery network

o    Flexibility around working hours and some international travel may be required

o    Communicate and celebrate success and achievements

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Education, Qualifications, Experience & Acumen


The successful candidate should have the following:

·         Education Qualifications

o      Have attained or is working towards a third level degree in Business Studies, Computer Science or other related degree

o      Knowledge of Project management methodologies

·         Experience

o      Specific experience in business process incubation

o      Strong knowledge of technology

·         Acumen

o      Excellent communication and presentation skills

o      Excellent organisational and time management skills

o      Results orientated

o      Excellent process design and procedure writing skills experience

o      Experience in reporting and presenting to senior management forums

o      Experience with managing and coaching teams

o      Problem Solving and Value add

o      Fluent English and at least one other European Language

o      Personal Specification


Required Skills/Competencies/Experience

·         2-3  years team management experience in an international environment

·         Strong interpersonal skills

·         Ability to work on own initiative while in a Team environment

·         Excellent organizational & time management abilities

·         Strong negotiation skills

·         Analytical approach to problem solving

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

·         Prior experience working in an environment of frequent change e.g. changing product features will make earlier temporary fixes redundant and  lead to changes in Support workflow that need to be relearned

·         Prior Experience in an online search, social media, internet, advertising, e-retailing, marketing company

·         General understanding of online shopping, social discount/online coupons /offers, players in the ecosystem e.g. online merchants, online search engines/sites, web consumers, logistics providers, payment providers

Candidates with lower than required Months at Level may be considered due to business need, subject to having passed their probation and performance clearly documented as being on track  

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.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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