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Workplace Service Delivery GES Manager

Mandaluyong City Job No. r00174329 Full-time - Hybrid

Job Description

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, and productivity.

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

• Manage GES team through effective governance, supervising day-to-day operations, performance reviews and finding resolution for various operational issues and challenges. Manage a large workforce, including direct reports to 
service partners with a spirit of positivity and collaboration.
• Monitoring the service levels on the floor, ensuring that the SLA is maintained. Report performance on daily basis and investigate unusual / undesirable results. Identify scope for improvements and standardize processes and 
service delivery through technology and bringing in industry best practices.
• 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. 
• 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.
• 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.

• Participate in Quality Assurance activities to monitor proficiency, productivity, and quality of Service Delivery direct reports. 
• 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. 
• 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.
• 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. 
• 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, and internal or cross-functional process changes impact.

Leading / Participating in the Monthly Service Performance review calls with the service management teams and the Stakeholders.



Skills and Experience:
• Graduate or equivalent. 10-15 years’ experience 
in shared service / processing experience or 
workforce management or related domains
• Knowledge of space utilization and facilities 
• 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 teams leads and/ or 
different functions and is responsible for creating 
an inclusive working environment for all of the 
team members.
Please provide the skill name from 
WD skills inventory
• 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 experience.
• 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 
• Primary upward interaction is with senior 
management. Generally, interacts with peers 
and/or management levels within Accenture.
• Requires minimal guidance when determining 
methods and procedures on new assignments.
Decisions often impact the team in which they reside and 
occasionally impact other teams.

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

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