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Service Delivery Lead

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00488447

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- Job description

Join Accenture and help transform leading organizations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture, and make delivering innovative work part of your extraordinary career.
 
Key Duties and Responsibilities:  Manages transaction processing teams operating in multiple shifts
 
Responsible for:
 
  • Meeting metrics
  • Improve operating efficiency
  • Develop people
  • Develop relationship with client counterparts
  • Manage contract terms and conditions
  • Coordinate and manage assigned capability roles
 
Description of skills requirements, desired work experience, Educational background, special trainings, etc.
 
  • At least 10 years managerial experience
  • Management reporting experience
  • Managing measured productivity of team
  • Experience managing productivity-driven operation
  • Can demonstrate flexibility and agility to changing client needs
  • Strong leadership skills
  • Ability to learn quickly through self-study, classroom, and hands-on experience
  • Strong analytical skills
  • Strong communication skills with all levels of employees and management
  • Ability to perform special projects as needed in addition to daily responsibilities
  • Strong organizational skills
  • Flexibility to work straight night shift and overtime; or swing shift.
  • General knowledge of human resources policies and procedures
  • Ability to organize staff and supervise workload for maximum efficiency
     
    The individual will
     
  • Makes independent decisions, which have major day-to-day impact in area of responsibility, and may influence direction of other areas.
  • Accountable for results of work to both Accenture and client.
  • Responsible for medium-term planning, objective setting, and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals.
  • Contributes to policy setting at a senior level.
  • Identifies, assesses and resolves complex business problems/issues and provides alternative scenarios.
  • Provides and implements business-focused solutions within time/cost constraints.
  • Self-directed within broad goals and strategic direction in satisfying organization or client objectives.
  • Accountable for developing and managing key internal/external client relationships across sphere of influence, including situations in which no relationship previously existed.
  • Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones.
  • Responsible for fulfillment of contractual obligations/completion of deliverables within own area of responsibility.
  • Accountable for performance against financial parameters, and monitors and reports on budgetary aspects within own area.  May have significant input to budget setting/financial proposals and reviews.
  • Initiates and promotes continuous improvement programs across sphere of influence.
  • Leads and manages a team, typically delivering results through others.
  • Allocates resources and responsibilities across team to deliver business results and develop team members.
  • Manages and ensures consistent application of human resource processes including career development, salary review, resources and performance management within area of responsibility.
  • Evaluates direct reports, and provides formal counseling and mentoring to staff.
  • Defines and manages group/team structures and resource levels to support business needs.
  • Demonstrates thorough understanding of client relationships/business practice.
  • Contributes broad and deep knowledge in areas of functional or business specialization across a broad operational framework/range of projects.
  • Required to develop broad business and industry acumen, and to use this knowledge to initiate and/or develop client relationships.

Educational Qualifications

 
  • BS/ BA education or related experience required
  • Minimum of 1-2 years’ experience working in a team environment
  • Supervisory experience required of teams greater than 3-5 FTEs, preferred but not required
  • High attention to detail, accuracy, and quality
  • Proficient in PC / Mainframe applications
  • Experience in team interactions
  • Ability to quickly identify and provide recommendations on issues
  • Strong communication both written and oral
  • Strong motivational skills
  • Ability to prioritize and multi-task
 

Working Conditions

 
  • Moderate to no travel depending on project involvement
  • Cyclical work shift
  • Overtime and On-Call may be required
  • Client holidays are observed instead of Malaysia or local holidays 
 
All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development.  You’ll also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
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, gender identity, or any other basis as protected by applicable law.

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