Job Description

Job Description

  • Supervise the daily operation of OTC 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

  • 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

  • Working closely with SDL to ensure gaps are identified and closed with client agreement

  • Support SDL achieve the cost control within budget

  • Facilitate on the hiring, development, coaching and performance management process of staff in dedicated unit


Job Qualification

  • Bachelors degree required
  • Minimum 5 years relevant work experience
  • Fluent English skills including Oral and Business Writing
  • Domain expertise in OTC processes
  • Rich client facing experience, good at communication with client
  • Sound Operations management experience (including SLA management)
  • Basic contractual / change management knowledge
  • Overtime may be required during peak periods
  • Non-standard hours may be required
  • Occasional Travel may be required

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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