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Service Delivery Lead with Spanish (evening schedule)

Job Location: Bucharest

Regional Description: Romania

Job Number: 00529195


- Job description

• Is accountable for ongoing management of effective client service relationship in one area of the business, by acting as main point of contact for senior client

• Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team

• Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately

• Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities

• Make decisions about the day-to-day operation of the team, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime

• Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from direct manager.

• Perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency

• Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases

• Prepare, analyze and interpret complex reports/information and formulate conclusions

• Ensure that all of the client responsibilities occur in accordance with the Statement of Work and Service Level Agreement with client(s)

• Find improvement ideas based on Customer Satisfaction surveys

• 5 years professional experience (minimum 3 years managerial experience);

• Previous experience in business process area preferably in an operations environment (HR capability would be a plus);

• Advanced written and verbal communication skills in English (min B2) and Spanish (min B2) - manages internal and external/client communications with individuals at all levels.

• Ability to cover evening shifts: 14:00-23:00/ 16:00-1:00

• Coaching/mentoring skills

• Demonstrated issue management/problem solving skills

• Discretion, professionalism, confidentiality and judgment.

• Strong customer service skills

• Strong organization skills, attention to detail and follow through to resolve any outstanding issues

• Strong time management skills

• Ability to develop /analyze/interpret data, rationale for alternative solutions to problems and take appropriate action

• Ability & interest in training other team members

• Ability to implement business solutions addressing specific needs of functional area or process, by researching Best Practices

• Ability to set and strive to achieve specific, measurable, and challenging goals

• Ability to motivate and develop people with a variety of development goals with minimal assistance from direct manager.

• Ability to anticipate and identify emerging issues and act upon those that may affect areas of responsibility and affect other teams.

• Advanced knowledge of company standard software. E.g. email, Internet Explorer, Microsoft Office Package

• Operations Management

• Project Management

• Cost Management

• Operational Excellence

• Service Performance Management and Metrics

• Client Relationship Management

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