Operations Management
Cebu
Job No. 11173
Job Description
•Support sales opportunities and ensure the feasibility of the proposed solutions and delivery of the resolution by leveraging Accenture’s full capabilities.
•Improve client and customer relationships working with Client Account and Account Management Team leadership
•Plan, deliver and execute project(s) and program(s)
•Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g. client-site, delivery center)
• Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement
•Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s)
•Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies
•Manage recruiting, staffing, people engagement, pyramid, mix, utilization, cost-to-serve and capacity of service delivery staff to optimize balance between cost and delivery targets
•Improve client and customer relationships working with Client Account and Account Management Team leadership
•Plan, deliver and execute project(s) and program(s)
•Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g. client-site, delivery center)
• Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement
•Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s)
•Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies
•Manage recruiting, staffing, people engagement, pyramid, mix, utilization, cost-to-serve and capacity of service delivery staff to optimize balance between cost and delivery targets
Qualifications
•Bachelor's degree holder
•Must have at least 12 years overall experience in Operations under BPO industry
•Must have at least 3-5 years of experience as Operations Manager under BPO industry
•Must have strong contact center background
•Must have an experience in handling multiple stakeholders
•Must be amenable to work in Accenture Cebu
