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Operations Client Service Delivery Lead

Job Location: CA - San Jose

Regional Description: West

Job Number: 00558300


- Job description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Portfolio & Delivery Management professionals plan, deliver and execute one or more projects and programs for Accenture or its clients, ensuring appropriate resources are mobilized and programs/projects/portfolios meet operational, contractual and economic commitments.

Job Description

Global Operations delivery lead for one of the fast paced CMT client, looking for a professional, motivated , tech savvy and detail oriented person with focus on customer service. Should be able to anticipate and plan as per changing landscape, establish good relationship with the client, provide meaningful direction to the teams based in several Accenture location around the globe to meet the client s objective and to adapt to changing needs of client. Add value beyond SLAs by driving a culture of innovation and questioning the norm 
  • 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 
  • 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 supervisor or workforce planner 
  • May 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, role aids, and views in databases 
  • Prepare and analyze 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 clients 
  • Act as subject matter expert for team members, peers and or clients as assigned 
  • May act as a point of contact for senior client representatives 
  • Anticipate, identify, and assess complex issues problems
  • Develop and implement a corresponding plan of action to bring the situation to resolution. 
  • Communicate changes to supervisor and assist other team leads with resolutions, as needed 

Basic Qualifications

  • Minimum of a Bachelor's Degree 
  • Minimum of 10 years of experience running Business Process Operations Delivery with focus on customer service 
  • Minimum of 5 years of experience in Account Management or similar role across multiple sites 
  • Minimum of 3 years of experience running Global delivery organization of 500+ headcount 

Preferred Qualifications

  • MBA
  • Prior experience of working with global teams 
  • Experience of E2E BPO operations and Industry practices
  • Experience of managing large P L for business independently 
  • Experience of Process Improvement, Six Sigma Methodology to problem solving 

Professional Skills

  • Ability to meet multiple, demanding deadlines simultaneously 
  • Strong Communication skills both oral and written and interpersonal skills
  • Strong organizational and analytical skills 
  • Demonstrated ability to interface with multiple levels of management
  • Proven ability to work independently 
  • Ability to be flexible and work creatively and analytically in a problem solving environment

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. 

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity 
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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