Skip to main content Skip to footer

Measurement & Report Associate Manager

Quezon Job No. cxo-120034-s2287

Job Description

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- PROJECT NAME: ISS Support Desk - Kaiser POSITION TITLE: Service Delivery Ops Associate Manager WORK SET UP: RTO OVER ALL PURPOSE OF THE JOB: 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. RESPONSIBILITIES: 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 SKILL AND QUALIFICATIONS: College graduates or undergrads are welcome to apply. Standard Ops Associate Manager profile. Health or HR domain background preferred but not required. Minimum 7 years of experience from a voice account; 5 years supervisory experience. OTHERS: Project Location: Quezon Global One Center Project / Team Shift Schedule: Night Shift Project / Team Rest Day: Weekends Off

Qualifications

- Strong project management skills with working experience on risk and issue management - Strong Problem Solving and Decision-Making skills - Good stakeholder management, with the ability to properly manage stakeholder expectations and escalations. - Can work well as part of a team; ability to work well across different levels and can also lead a group - Able to work independently and with minimal supervision - Good communication skills - Keen attention to detail - Working experience building/mobilizing reports in MS EXCEL. - Working experience working with VBA and Macro to automate reports.

Life at Accenture

Training and Development

Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.

Work Environment

Be your best every day in a work environment that helps drive innovation in everything you do.

Learn more about Accenture

Our Expertise

See how we embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

Meet Our People

From entry-level to leadership, across all business and industry segments, get to know our people harnessing technology to make a difference, every day.

Stay connected

Join Our Team

Search open positions that match your skills and interest. We look for passionate, curious, creative and solution-driven team players.

Keep Up to Date

Stay ahead with careers tips, insider perspectives, and industry-leading insights you can put to use today–all from the people who work here.

Job Alert Emails

Personalize your subscription to receive job alerts, latest news and insider tips tailored to your preferences. See what exciting and rewarding opportunities await.