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.

The GPS Operations Manager is responsible for one (1) program site location with daily supervision of Team Leads and a team (e.g. delivery, process) of direct reports. They manage the workload of the on-site operation, may make work assignments, and have responsibility for developing Team Leads and other direct reports. This role may be the escalation point for issue resolution, personnel matters, operation management, and communications with internal and external stakeholders.  The role manages effective internal/external client relationships, reporting and deliverables to the Account Manager, and additional administrative oversight (i.e. financial management processes and reporting duties). This role also exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business.

Key Responsibilities

  • Management of a team of GPS Team Leads, leadership support roles (i.e. Training Lead, Reporting Analyst, etc..), SME (Subject Matter Experts), and more..

  • Responsible for general daily oversight of operations for one (1) regional project site.

  • Managing project operations and making sure that SLAs are met daily. 

  • Establish client relationship in recurring syncs with Facebook Vendor Program Manager to ensure continuous project alignment on identified priorities, production queues, risks, and challenges to site/regional operations.

  • ·Ensuring compliance of Accenture Policies and Procedures, enforcing Accenture core values within the team and project. 

  • Ensure Accenture employees within site location are compliant to Statement of Work and daily operations are within defined scope of services.

  • Measurement and management of the overall project site team’s success and will act as a Subject Matter Expert in all matters processed by the team. 

  • Conducting recurring onsite Leadership meetings, one-on-ones with leadership support / auxiliary roles and Team Leads as the career counselor. 

  • Ensuring financial stewardship to deliver high accuracy of Accenture quarterly forecasting and monthly Facebook project invoice reviews are completed to within prescribed contractual obligations.

  • Reporting and communication for utilization and productive hours to ensure accurate and timely forecast data.

  • Leading project site efforts for ideation and innovation feedback to identify process gaps, customer experience policies/processes, and drafts proposals accordingly

  • Monitor risk within operations to be able to escalate to Senior management in a timely manner. 

  • Exercises consistent judgment and discretion with workforce strategic planning.

  • Review and approval of production schedule, project staff time tracking, holiday staffing coverage, overall review and approval of planned leaves.

  • Develop and implement active Accenture engagement and employee development initiatives.

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Qualifications

Basic Qualifications:

  • Minimum of BA/BS and/or equivalent years of experience in a customer-facing operations environment.

  • Minimum of 5 years of experience managing & developing teams of professionals.

  • Minimum of 5 years of experience with escalation management and managing projects to established SLA’s.

  • Minimum of 3 years of experience in a customer-facing operations environment

  • Minimum of 1 year of experience with financial management

  • Minimum of 1 year of experience with Lean Six Sigma or Business Excellence

  • Active account on Facebook and a minimum of one other social network 

Preferred Qualifications:

  • Minimum of +5 years experience in delivery operations

  • Bachelor's Degree Preferred

  • Preferred experience with implementation and sustained engagement initiatives within workplace environment.

  • Preferred experience managing large-scale project operations to achieve daily goals and deliverables

  • Demonstrate experience in technical work environments with highly tech savvy teams.

  • Fast-paced dynamic environment

  • Schedule flexibility

  • Reporting and analytics experience.

  • Proven ability to build, manage and foster a team-oriented environment

  • Proven ability to work creatively and analytically in a problem-solving environment

  • Desire to work in an information systems environment

  • Excellent communication written and oral and interpersonal skills Excellent leadership and management skills 

You will also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

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.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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