Job Description

Objectives of Role:

  • The role involves building, sustaining and motivating a high performance team to get the best out of them and provide customers with the best experience. It is equally important for the individual to build knowledge and understanding of process and policies.
  • The individual will be responsible to liaison with key stakeholders and client contacts to conduct discussions on new capabilities deployed, process updates, status updates on pending items, forecast planning and accordingly develop strategies, standards/ best practices, while ensuring adherence and implementation of those standards.
  • The individual will also be responsible to ensure that the Service owners/Team Leads of the core processes/ operations for different process categories/types are well aligned on the delivery. The role will also involve managing and reporting operational priorities and statistics to Service Delivery Lead and client team.
  • He/ She has accountability to maintain quality and service standards in support of the contracted Service Level Agreement and to identify, recommend, and implement operational efficiencies / innovations to drive continuous improvement in the execution of processes. Additionally, he/she will also be responsible to determine and generate reports, analyze outcomes and communicate results.

Responsibilities / Accountabilities:

  • Lead the delivery of process operations and optimize business results
  • Liaise with key stakeholders and client contacts to develop and implement strategies based on discussions on new capabilities and forecast
  • Ensure process excellence & Updated documentation
  • Develop and execute continuous process improvement techniques
  • Manage reporting and metrics of process progression and delivery for the BAU Services
  • Develop issue resolution and risk evaluation processes
  • Lead regular Data audits, ensuring data integrity and adherence to established standards, procedures and best practices, both internally and externally
  • Maintain internal and external relationships and leverage knowledge exchange
  • Ensure high quality work products and processes are delivered by the Services aligned
  • Develop and maintain skills needed to execute current responsibilities
  • Contribute to a positive work environment and promote teamwork; support/lead efforts to increase employee engagement
  • Lead/participate in people initiatives and improve retention


  • Lead a team that provides administrative/ functional support and technical troubleshooting against a set of pre-defined and documented processes and objectives.
  • Liaise with other functions to ensure delivery mitigate risks to Service Delivery
  • Escalation point for aligned Services
  • Ensure efficient communication across and levels and stake holders internal and external
  • Identify escalations, one-off cases and drives data issues to resolution
  • Translate SLAs and Objectives into clearly articulated set of measurable activities
  • Ensure standard, ad-hoc reports are delivered as per schedule
  • Ensure Accuracy and timeliness SLAs are constantly met and exceeded
  • Closely monitor performance of the Services by regular audits and chalk out action plan for identified developmental areas. Effectively co-ordinate training needs of team to consistently meet Client needs in a changing environment
  • Forecasting and Capacity Planning for each of these Services
  • Effectively co-ordinate training needs of team to consistently meet Client needs in a changing environment
  • Leave and Attrition Management



  • Team development and leadership

  • Strong analytical, organizational, decision making, problem solving and presentation skills.

  • Strong interpersonal skills are essential to effectively interact with all teams, areas and levels of business affecting the forecast process. Good facilitation skills are required.

  • Relationship management - build and maintain relationships with clients, stakeholders and colleagues

  • Strong verbal and written communication skills

  • Strong organizational skills with ability to balance multiple tasks simultaneously

  • Strong business acumen and demonstrated ability to think strategically

  • Strong persuasive skills and Self driven approach.

  • Outstanding people management skills

  • Graduate / Post Graduate degree in any Domain

  • 8+ years of team management experience managing

All employment decisions shall be made without regard to age, race, creed, color, 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 protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and 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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