Job Description

About Accenture
 
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.
 
Job Title: Risk Operations Team Lead
 
Ensuring and securing our client’s platform against fraudulent activity is at the core of our team’s goals.
 
Our mission is to make our client’s platform a safe place to transact online. The role is to manage a multi-lingual team of Risk Agents to deliver a high calibre fraud prevention and Risk Review service. The Risk Team Lead will represent the team in client communications and provide all levels of support and liaison for the client as necessary.
 
Primary responsibilities are to be the main point of contact and act as the single point for escalation on urgent issues. Responsible for team’s performance against SLA, quality of service, people engagement, all aspects of the business process and will be required to work closely with global counterparts. There will be a strong element of new process incubation, induction and process improvement. You will be responsible for promoting and maintaining a high-performance culture and great place to work.
 
Primary Responsibilities
  • Drive and manage your team’s performance against SLA’s and KPIs including metric reporting on team performance
  • Support team to achieve results with the highest possible standard of quality and delivery
  • Driving insights gathering from team members to improve quality and processes
  • Working within multiple teams across both Accenture teams and client teams to execute and deliver a critical Risk service
  • Strong work ethic, taking personal accountability for accuracy and high-quality outputs and demonstrating integrity to core team values
  • Promote culture of continuous improvement across the teams in the global delivery network
  • Continuous improvement strategies and ideas, including new process incubation and induction
  • Assist with driving global initiatives
  • Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing, recognizing the audience and communicating appropriately


Qualifications

Required Skills & Experience
  • Bachelor’s Degree or equivalent
  • 2+ Years experience leading teams in a service delivery environment
  • Strong work ethic, taking personal accountability for accuracy and high-quality outputs and demonstrating integrity to core team values
  • Ability to build relationships with stakeholders in multiple geographies
  • Consultative work style to lead client work.
  • An ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impactful manner
  • Well-developed analytical skills and the ability to provide clarity to complex issues, and synthesize large amounts of information together with the ability to develop creative and breakthrough solutions
  • Able to prioritize and effectively manage time in a fast-paced work environment
  • Proactive to identify the root causes of issues by analysing patterns and trends through data analysis
  • Ability to build action plans through problem solving skills to improve performance
  • Keen relationship builder across both Accenture and the Client’s organisation
  • Self-motivating, adaptable and able to inspire and motivate others
  • Prior experience working in an environment of frequent change
  • Practical analytical problem-solving skills through analysis using (Excel, SQL, Access queries etc.)
  • Strong Excel skills (formulas, pivot tables, v-look ups, macros)
  • Project Management Experience and knowledge and background in various project management methodologies such as waterfall, lean and agile
  • Experience with analysis tools such as SQL and Access queries
  • Workshop facilitation
  • Positive, target delivery focused attitude and experience of a service delivery environment desirable.
Additional Skills
  • 2+ years Fraud / Risk Investigation Experience required and 2 years’ experience working in a social media environment would be advantageous

Skills & Experiences
Proficiency Level
(Refer Defn. below)
Understanding of delivery and target driven environment
Expert
Analytical investigative aptitude
Skilled
Interpersonal skills
Expert
Problem solving
Skilled
Time management
Skilled
Coaching / Mentoring
Expert
Customer Service
Expert
Attention to Detail
Skilled

 
 

Proficiency Level
Definition
Trained(T)
 - Attended a training course on this skill and/or has had brief exposure to this skill.
 - Uses basic terminology in regard to the skill.
 - Recognizes and/or articulates basic concepts, facts, methods, techniques in day-to-day work experiences.
Experienced (E)
 - Moderate exposure to this skill and related work experiences.
 - Can assist other team members with questions and problems related to this skill
 - Applies skill (at basic level to work situations, with some guidance.
Skilled(S)
 - Extensive exposure to this skill and related work experiences.
 - Applies skill (at advanced level) to work situations with medium complexity, with little or no guidance.
 - May train and/or direct the work of others in application of skill.
Expert(X)
 - Regarded as a center wide resource on this skill.
 - Applies detailed knowledge and skills to complex (or new) work situations in multiple settings
 - Trains and/or directs work of other in complex facts, methods, and techniques related to the skill.

 
Working Environment
  • Service Delivery and Target Driven environment
  • Willing to work across different shift hours – including weekend hours
  • Ability to meet tight deadlines with focus on quality, results and timely delivery. Candidate will need to stretch during peak / critical service delivery periods
  • Work with integrity, confidentiality and professionalism
 
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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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