Job Description

Client Focused
oProvide the client with SLA and metric reporting on team performance
oAction plans for any areas of risk
oNew process incubation and induction
oContinuous improvement strategies and ideas
oRisk and issue management
oEscalation and support
Team Focused
oResource management and scheduling
oPerformance management career counselling, coaching, performance development, 1 1 s, mentoring
oSupport team to achieve results with the highest possible standard of quality and delivery
oCoordinate coverage across languages and processes
oLeverage Accenture internal knowledge groups to support team
oComplete all Team Lead responsibilities in accordance to Accenture s policies
Role Focused
oDrive and manage Global initiatives
oAllocation and distribution of tasks across languages and processes
oProvide Insight to client on business trending
oImprove business processes within the team
oIdentify opportunity to add value to client
oUnderstand the current environment and suggestion and implement ideas for improvement
oDrive for global standardisation where possible
oResponsible for maintenance and review cycle of process documentation
oCreate and maintain project documentation relating to technology projects
oWorking with Accenture internal teams to identify and implement best practice opportunities
oEnsure all reports are delivered accurately and timely in accordance with the statement of work
Other Key Areas
oDrive opportunity for improvement across the operation
oNeed to maintain flexibility regarding requests and actions assigned to meet the needs of the client.
oPromote an ethos and culture of improvement across the teams in the global delivery network
oFlexibility around working hours and some international travel may be required
oCommunicate and celebrate success and achievements

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oHave attained or is working towards a third level degree in Business Studies, Computer Science or other related degree
oKnowledge of Project management methodologies
oSpecific experience in business process incubation
oStrong knowledge of technology
oExcellent communication and presentation skills
oExcellent organisational and time management skills
oResults orientated
oExcellent process design and procedure writing skills experience
oExperience in reporting and presenting to senior management forums
oExperience with managing and coaching teams
oProblem Solving and Value add
oFluent English and at least one other European Language
oPersonal Specification

Required Skills Competencies Experience
o3 to 4 years team management experience in an international environment
oStrong interpersonal skills
oAbility to work on own initiative while in a Team environment
oExcellent organisational time management abilities
oStrong negotiation skills
oAnalytical approach to problem solving
oAbility to establish and maintain key relationships across both Accenture and the Client s organisation
oPrior 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
oPrior Experience in an online search, social media, internet, advertising, e retailing, marketing company
oGeneral 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

oAs Backup Ops Lead, the main day to day responsibility will be to fulfil all regular Team Lead tasks following the Team Lead targets this means that managing the team is the primary objective.

The Backup Ops Lead will cover for the Ops Lead in their absence or when they have other assignments and can t perform their duties as instructed by the Location

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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