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Service Delivery Ops Lead Senior Manager

Quezon City Job No. r00186680 Full-time

Job Description

• 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


Job Qualifications:

  • Bachelor’s degree
  • At least 12 years’ experience in BPO Operations
  • Minimum of 8 years in a leadership role
  • Good understanding with governance, analytics, financial management, capacity planning and forecasting

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