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
-May perform data entry or other client related tasks in various systems, as required
-Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
-May make decisions about the day-to-day operation of the group, 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, evening and weekend hours
-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)
-Act as technical and functional resource and Subject Matter Expert for team members, peers and/or clients as assigned
-Drive measurable Customer Satisfaction
-May be 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
-Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project’s overtime needs
-Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables
-Assist with providing operational statistics and escalate operational issues to direct manager
- 2-3 years experience in managerial positions is highly appreciated
-Advanced French & English (at least B2)
Skills; ability to motivate and engage a team of aprox. 10 people
-Demonstrated issue management/problem solving skills
-Advanced written and verbal communication skills; manages internal and external/client communications with individuals at all levels.
-Ability to function effectively as a team member and organize work activities for others on the team
-Ability to develop /analyze/interpret data, rationale for alternative solutions to problems and take appropriate action
-Ability to set and strive to achieve specific, measurable, and challenging goals.
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
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