BPO Service Delivery Operations Senior Manager | Cebu

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. 
 

Responsibilities:

• Demonstrate strong communication, project management, and stakeholder management skills.

• Manage the entire Global Intercompany process.

• Support high-quality work through fostering a positive environment.

• Monitor the efficiency of the Intercompany team with a focus on continuous improvement.

• Ensure the site meets performance objectives.

• Manage Intercompany financials, including expenses, labor, and facility costs.

• Maintain agreed service levels for the Intercompany process.

• Produce site scorecard metrics as needed by both Client and Accenture leadership.

• Act as the front-line contact for Client operations for questions or issues surrounding service levels specific to the Intercompany process.

• Identify additional non-client specific training for staff to enhance skill sets among all levels.

• Stay current on risk management/insurance trends, client initiatives, and other necessary topics.

• Assist in the creation of Performance Improvement Plans (PIPs) for staff not meeting expected production or quality targets.

• Create incentive programs and performance awards.

• Proactively identify and initiate processes that will improve client perception.

• Serve as a mentor and role model for all unit employees.

• Coach the Intercompany team to acclimate to Accenture culture and methodologies.

• Share ideas freely and openly to build a collaborative unit.

• Create a "Great Place to Work" environment.

• Perform and/or manage special projects as approved for the client, under the direction of the Unit Lead.

• Manage high-level escalations and mobilize appropriate resources.

• Support sales opportunities, ensuring the feasibility of the proposed solutions and their delivery by leveraging Accenture’s full capabilities.

• Improve client and customer relationships by working with Client Account and Account Management Team leadership.

• Plan, deliver, and execute projects and programs, ensuring successful execution across one or more clients or portfolios.

• Lead the service delivery strategy across all locations where services are provided (e.g., client-site, delivery center).

• Address performance issues across client(s)/portfolio(s), creating the operational approach and implementing 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 the balance between cost and delivery targets.

• Ability to manage high-level escalations.

• Ability to seek revenue and sales opportunities.