Job Description

The Small Business Group SBG EMEA Service Delivery Lead SDL will lead the SBG EMEA operations engagement from Dublin working in conjunction with the Client Account lead CAL to support and enhance the Client relationship. The SDL is specifically responsible for owning and delivering quality outcomes against client established service levels related to advertising sales people engagement retention driving sales approaches strategies and continuous improvement of the service. This entails implementing and improving processes and tools to drive operational efficiencies to meet operational and financial commitments. Additionally, the SDL has responsibility for developing and implementing a strong sales culture to bring additional value to the client experience and enhance expansion.

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Qualifications

Key Responsibilities:

  • Manage Solution Delivery Define and oversee seamless execution of the transition from current to future state as we evolve to align with new client expectations of a true sales environment
  • Ensure execution of delivery work across all sales programs within the remit
  • Drive optimization of sales excellence and ensure continuous improvement on sales delivery
  • Manage the service and all personnel providing it to deliver agreed scope of services while achieving profitability improvements and productive gains
  • Actively manage team and individual performance to maintain required productivity, conversions and quality, engagement and attrition levels
  • Ensure the service leverages Accenture s full capabilities optimizing opportunities to avail of sales consultancy opportunities
  • Manage and eliminate service delivery or performance issues in a timely and proactive fashion
  • Proactively bring issues to the client when they arise and workable solutions to support the business needs
  • Work with Account Management senior executive and commercial support teams to proactively Manage supply and demand, service quality and processes to meet delivery expectations
  • Implement the levers to consistently achieve performance targets such as, operational excellence, Business Transformation, reporting etc.
  • Participate in account quality review process and engage appropriately in the Accenture Quality Assurance program
  • Proactively improve client and customer relationships, while working with Client Account and Account Delivery Team leadership Support the achievement of targets on profitability and cost to serve Support estimate at completion of account forecasting and planning activities
  • Achieve year on year efficiencies

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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