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Business Operations Associate Manager

Job Location: CA - San Francisco

Regional Description: West

Job Number: 00576079

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- 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.
 
The Business Operations Associate Manager will be responsible for the following:
 
  • Management of a team of analysts.
  • Enforcing Accenture core values within the team and project.
  • Being a Subject Matter Expert in all matters processed by the team.
  • Monitor risk within operations to be able to escalate to management in a timely manner.
  • Making sure that Service Level Agreements are met on a daily basis.
  • Maintaining the production schedule, keeping track of holidays, sick leaves and leaves.
  • Identify holes in customer policies and drafts proposals accordingly.
  • Calibrate with onsite support teams to ensure that the quality and training requirements of the project and team are met.
  • In charge of conducting daily huddles, week wrap up meetings and monthly one on ones with the analysts and the management team.
  • Responsible for the measurement of their team’s success.
  • Develops and maintains knowledge of customer and customer specific business environment
  • Develops and maintains an understanding of customer Service Level Agreements and department’s key performance requirements
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training
  • Shares information required for the team to be successful
  • Demonstrates understanding of the customer’s business needs and maintains high customer satisfaction ratings
  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
  • May perform follow up on incidents with customer to ensure customer satisfaction
  • May act as the primary knowledge resource for a product and service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead
  • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
  • May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
 Basic Qualifications
  • Bachelor’s Degree
  • Minimum 4 years of supervisory experience 
  • Minimum 4 years of problem solving & escalation management experience
  • Minimum 4 years of customer service experience
  • Minimum 4 years of workflow management experience
  • Minimum 4 years of managing projects to established service level agreements
 
Preferred Qualifications
  • Preferred experience managing project operations to daily goals and deliverables
  • Demonstrated experience in technical work environments with highly tech savvy teams
  • Fast-paced dynamic environment
  • Schedule flexibility
  • Reporting and analytics experience
  • Experience working with the Google suite of technology products (Sheets, Pages, Hangouts, etc.)
 
 
 
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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