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Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00496728


- 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.
Operation Management:
Responsible for repeatable, predictable and measurable operations which includes but is not limited to the following:
  • End to End understanding of activities performed for assigned Client
  • In-depth understanding of Project management activities
  • Escalation and resolution point for team members with regards to process related queries
  • Must have clear understanding of the existing matrices in the process, how they are measured and improvise the measurement system to make it more effective and transparent. Detailed understanding of Process metrics e.g. SLA, OLA, KPI
  • Understand the Risk associated with the process and the respective mitigation plan for each risk identified; Foresees and identify risks in advance using prior experience to mitigate risk before failure;
  • Escalate issues and seek advice when faced with complex issues/problems.
  • Creates a logical plan, realistic estimates and schedule for an activity or project segment.
  • Raises relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible.
  • Ensures progress, issues and agreements are properly documented and acted upon.
  • Ensure relevant process documents are readily availability and referenced while running day to day operations
  • Ensure process documents are updated regularly
  • Ensure process controls are in place; Maintain, validate and update process documentations as applicable to ensure compliance with Customer and Accenture documentation requirements.
  • Perform "Root Cause Analysis" on issues faces and suggest appropriate corrective action for current remediation and future control.
  • Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls
  • Participates in Knowledge Transfer of any process/client and acquires in depth knowledge of process
  • Participates in various internal or client initiatives related to Process.
  • Ensure the process dashboards and visual management displays are reviewed on an ongoing basis and up-to-date
  • Actively participate in all process related business meeting in-person or virtually through conference calls
  • Participate and ensure that audit requirement as per Accenture/client standards are met
  • Details checklist and day to day task monitoring needs to be complied with
Team Development:
Create a performance driven competitive culture in the team which includes but is not limited to the following: 
  • Provide team members with a clear sense of direction and understanding of each others' responsibilities including succession planning
  • Ensure a robust measurement system to substantiate performance evaluation of team members, recognizes and rewards individual and team accomplishments
  • Enhance team moral and engagement level thorough team bonding exercises and activities
  • Ensure team is aware of their Goals and how their performance will be evaluated
  • Resolve process related issues and involves individuals with different perspectives/ expertise to analyze issues or define approach
  • Is available to and approachable by team members and participate in Team building activities
  • Assist in training/educating personnel on learning and acquired skills in domain and soft skills
  • Communicates clearly and concisely, using appropriate level of detail, terminology and style
  • Retain talent and establish growth path for valued resources.


Key Competencies - Mandatory Skill and Knowledge Requirements:
  • Strong verbal communication skills
  • Excellent reporting skills
  • Attention to detail
  • Strong editing skills
  • Proactive in identifying and improving processes and procedures
  • Manage diverse workstreams
  • Ability to work to tight deadlines
  • Ability to prioritise workload
Key Competencies - Desirable Skill and Knowledge Requirements:
  • Operational Excellence
  • Operations Management
  • Project Management
  • Customer Service
  • Metrics & Reporting
  • Service Enablement
  • Problem Solving & Escalation Management
  • Customer Interaction Handling
Key Competencies - Education, Qualifications and Experience Necessary:
  • Education: College Preferred or relevant work experience
  • Relevant Work Experience: 4 years +
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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