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Service Delivery Lead (Senior Manager)

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00657717

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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.
 
Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team.
 
Role
 
Your role includes some or all of the following key responsibilities. You should review these in conjunction with career level guidelines to gain aclear understanding of the expectations for your role.
  • Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team
  • Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately
  • May perform data entry or other client related tasks in various systems, as required
  • Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
  • May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
  • Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner
  • May perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency
  • Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases
  • Prepare and analyze complex reports/information and formulate conclusions
  • Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s)
  • Act as subject matter expert for team members, peers and/or clients as assigned
  • May act as a point of contact for senior client representatives
  • Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed
  • Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements
  • Required to direct work within clear budget guidelines
  • Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs
  • Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables
  • Assist with providing operational statistics and escalate operational issues to supervisor
  • Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content
  • May create annual team objectives with supervisor approval. Monitor and coach team to meet objectives
  • May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues
  • May participate, either voluntarily or through supervisor's request, on task forces, process teams, committees and special projects
  • Ensure completion of time and expense reports for self and team members per policies. Maintain accurate records for chargeable time to client projects
  • Manage numerous, complex projects requiring high level capabilities with minimal supervision
Leading our people, clients and communities in the New

It’s foundational to our Leadership DNA that all of our people be role models, living our
Core Values and adhering to our Code of Business Ethics.

It all starts with you—by being your best whole self, you enable a positive environment where you and your colleagues can thrive, grow and perform at their best.

Leadership DNA focuses first on the outcomes that represent a new kind of leader—one who experiments, inspires others, works across boundaries, and adapts to the constant change around us.
Skills and Proficiency Expectations
 
Below are the skills and minimum levels of proficiency (or depth of skill) that employees in this role are expected to possess. Adaptations to these criteria apply in some countries.
 
Skill Name                                Expected Proficiency Level
Cost Accounting                        P3 - Advanced
Customer Interaction Handling     P3 - Advanced
Demand Management                 P3 - Advanced
Operations Management             P3 - Advanced
Reporting and Analytics              P3 - Advanced
Service Change Management      P3 – Advanced
 
 
You will 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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