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Workplace Service Delivery Associate Manager - CRM_Service Desk

Mandaluyong City Job No. r00174297

Job Description

The CRM _Service Desk Team Lead Plan, organize, 
lead, and control processes, people, and tools to 
deliver good customer experience within agreed 
speed, quality, and cost. Supervise 
Representatives including the assignment of work, 
on-the-job training, communication of 
expectations, Oversee the delivery of quality, 

To work in a high performing centralized 
environment aiding virtual customers.

• Manage a team who will actively 
participate in user acceptance tests, data 
migration and other prelaunch activities of 
• Monitoring the service levels on the floor, 
ensuring that the SLA is maintained.
• Report performance on daily basis and 
investigate unusual / undesirable results. 
• Plan, organize and control tools change 
requests to properly manage competing 
priorities within allotted budget. Work 
with the development team and clients to 
properly set expectations and ensure 
smooth delivery of new requests and 
• Generate reports, develop actionable 
insights and recommendation, and 
articulate them effectively to compel 
stakeholders specially decision-makers to 
take actions.
• Develop and maintain positive 
relationships with clients and partners 
across the globe. Resolve issues in a 
tactful and expedient manner for short-term solutions,

and effectively plan for 
long-term solutions. 
• Develop direct report to improve required 
skills, set direct report for success and 
ensure high people engagement among 
team members.
• Advise and enable stakeholders in their 
goals to improve service, save on cost and 
mitigate risks. Use powerful techniques 
such as data storytelling and PowerBI/bots/tools as applicable.
• Generate and validate reports for various 
business requirements, such as but not 
limited to status reports, scorecards, 
dashboards, etc. Provide insights on 
transaction trends such as but not limited 
to, usual requests or inquiries, customer 
behaviors, internal or cross-functional 
process changes impact. . Analyze data; 
assess opportunities for improving 
performances while driving efficiencies, 
and operational excellence.
• Actively participate in all process 
improvements stages: conceptualization, 
implementation and continuous process 
• Operate according to established process 
and guidelines of Accenture Operations 
Excellence (OPEX).
• Identify opportunities to expand 
knowledge bases and/or initiate process 
improvements. Work with team members 
to evaluate the downstream impact of 
improvements, and upon approval, 
oversee the development of the 
appropriate on-the-job training materials 
and training sessions
• Respond to the unique reporting 
requirements of the Operations/Cross 
functional departments on real-time / 
Adhoc basis.
• Participate in Quality Assurance activities 
to monitor proficiency, productivity and 
quality of Service Delivery direct reports
• Analyze data; assess opportunities for 
improving performances while driving 
efficiencies, and operational excellence. 
Analysis on reporting to increase 
efficiency of reporting and hence to notify 
the Operations about any upcoming issue 
and the trends and suggesting the ways of 
improving the process.
• Manage the training and development of 
team members to increase/update 
knowledge and skills 
• Responsible for data retrieval, generate 
statistical reports & document. 
• Researching, evaluating and tracking in-depth data 
of critical processes. 
• Preparation of MIS on daily, weekly, 
monthly and quarterly basis for top 
management analysis. MIS and reports are
to be stored/documented making it easily 
accessible to the management. 
• Leading / Participating in the Monthly 
Service Performance review calls with the 
service management teams and the 
• Perform team administration and human 
resource management functions according 
to Accenture policy and requirements -
recruitment, career development, 
coaching, mentoring, objective-setting 
• Raise issues around process, staffing and 
policies to the appropriate management 
level. Collaborate with process lead to 
identify improvements and/or develop 
solutions to persistent concerns. 


Skills and Experience:
• Graduate or equivalent. 7-8 years’
experience in yrs shared service / 
processing experience or workforce 
management or related domains
• Knowledge of space utilization and 
facilities management.
• Knowledge of supervisory practices and 
• Possess excellent communication skills, 
both written and verbal
• Convincing/negotiation skills
• Maintain a focus on Customer service.
• MS Excel skills
• Excellent communication skills and ability 
to lead conversations with stakeholders.
• Experience working in workplace related 
tools or process is an added advantage.
• Working with multiple team leads and/ or 
different functions and is responsible for 
creating an inclusive working environment 
for all of the team members
• Supporting leadership to ensure alignment 
of strategy throughout the function. 
Facilitate and participate in regular team 
discussions, facilitating teamwork and 
ensuring the Service Centre team regularly 
plans and discusses ideas and issues
• Learns new applications, technologies, 
and skills through intensive hands-on 
• Requires analysis and solving of complex 
problems. Typically creates new solutions, 
leveraging and, where needed, adapting 
existing methods and procedures.
• Requires understanding of the strategic 
direction set by senior management as it 
relates to team goals.
• Primary upward interaction is with senior 
management. Generally, interacts with 
Please provide the skill name from WD 
skills inventory peers and/or management levels within 
• Requires minimal guidance when 
determining methods and procedures on 
new assignments.
• Decisions often impact the team in which 
they reside and occasionally impact other 

Optional Skills
• Operations Management
• Customer Service
• Performance Management
• Escalations Management
• Analytical Skills
• Presentation Skills
• Workplace Services Management
• Presentation Skills/Storytelling Skills
• Stakeholder Management

• Graduate with 7-8+ years of work experience
• 4-5 years of relevant experience working in 
workplace related tools or process

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