Workplace Service Delivery Associate Manager - CRM_Service Desk

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, 
productivity

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 
tools.
• 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 
enhancements.
• 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 
improvements.
• 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 
Stakeholders
• 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.