About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.
Location: Sunway Geo
OVERALL PURPOSE OF JOB
- Supervise the daily operation on PTP process
- Daily operational performance management and meet targets including Service Level Agreements with client;
- Achieve client’s Service Satisfaction at the level of client’s management and also end-users;
- Facilitate the operational Change Request (CR) process;
- Build team succession and make it effectively;
- Provide a holistic view of service delivery to the client;
- Act as a clear escalation route to the client for service related issues and facilitate resolution of issues
- Support Ad Hoc contractual projects for the client in line with the nominated project team;
- Initiate and own continuous improvement projects within area of his/her responsibility;
- Ensure compliance of the dedicated unit to Accenture policies and procedures applicable for the dedicated unit
Key Responsibility
- Operation Excellence
- Work with OE support team ;
- Sound Operations management experience (including SLA management);
- Basic contractual / change management knowledge;
- Client interaction skill;
- Problem Solving
- Experience in managing unstructured problems
- Problems within this role are typically service related for the client. Problems can occur on a daily basis and can range from small client requests through to large service issues.
- For contractual problems – working closely with SDL to ensure gaps are identified and closed with client agreement.
- Project Management
- Attendance to meeting and reviews based on defined MOS system;
- Support SDL achieve the cost control within budget;
- Facilitate on the hiring, development, coaching and performance management process of staff in dedicated unit.
- People developer, build up team succession and keep the delivery continuously;
- Client communication, build up the relation and expectation management;
- Innovation at work, and focus on client value creation;
- Take ownership
