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DE023679-Service Delivery Ops Senior Manager

Cebu City Job No. cxo-125354-s27714 Full-time

Job Description


POSITION TITLE: Service Delivery Ops Lead Senior Manager

Overall Purpose:

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.


• Strong communication, project management, stakeholder management skills.
• Manages whole Global Intercompany process.
• Supports high quality work through a positive environment.
• Monitors efficiency of Intercompany team with a focus on improvement
• Ensures site meets performance objectives.
• Responsible for Intercompany financials including expenses, labor, and facility costs.
• Maintains agreed service levels for Intercompany process.
• Produces site scorecard metrics as needed by Client and Accenture leadership.
• Front line contact for Client operations for questions or issues surrounding service levels specific to Intercompany process.
• Identifies additional non-client specific training for staff to enhance skill sets among all levels.
• Remains current on risk management/insurance trends, client initiatives and other necessary topics
• Assists in the creation of Performance Improvement Plans (PIPs) for staff not meeting expected production or quality targets.
• Creates incentive programs and performance awards.
• Proactively identifies and initiates processes that will improve client perception.
• Serves as a mentor and role model for all unit employees.
• Coaches Intercompany team acclimate to Accenture culture and methodologies.
• Shares ideas freely and openly to build a collaborative unit.
• Creates a Great Place to Work environment.
• Performs and/or manages special projects as approved for the client, under the direction of the Unit Lead
• Ability to manage high level escalations.
• Mobilize appropriate resources.
• Support sales opportunities and ensure the feasibility of the proposed solutions and delivery of the solution 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 Ability to manage high level escalations.
• Ability to seek revenue and sales opportunities.


Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Cebu Filinvest Cyberzone Tower 2


SKILL AND QUALIFICATIONS: • Bachelor’s degree • Minimum 10 years’ experience and increasing responsibility in a leadership role focused in business process outsourcing. • Must have Voice, Email and Chat BPO and TELCO, sales experience5+ years of quantitative and conceptual problem-solving experience (equivalent to service delivery operations) • Strong oral and written communication skills supporting a required ability to articulate clear ideas and strategies.

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