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Service Delivery Operations Manager Voluntary Benefits

Job Location: NC - Charlotte, TX - San Antonio

Regional Description: Southwest

Job Number: 00599946


- 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 Service Delivery Operations Manager manages operations team providing voluntary benefit services that include onboarding, enrollment, maintenance off boarding, billing remittance, and claims management. They manage deliverables, budgets, schedules, dependencies, service levels, operating metrics and scope for a Client Service Delivery Team. They will allocate resources and will be ultimately accountable to ensure the extended team creates deliverables on budget, on schedule and with the appropriate quality.


Key Responsibilities:

  • Interfaces with Contract Service Management Leads, Project Managers and the Client Service Delivery Team
  • Identifies and manages issues and risks and acts as an escalation point within the team
  • Validates that appropriate contributors have participated in the creation review of each team deliverable according to standard methods and or processes
  • Drives methods adoption and acts as an expert in how to cost effectively deliver the Client Service Delivery Team's processes, project requirements and deliverables
  • Monitors client and customer satisfaction through available escalation complaint tools and survey results
  • Ensures improvement initiatives are driven by client expectations and requirements
  • Identifies and implements productivity improvements ensuring adherence to appropriate project gathering and business case approval requirements
  • Identifies and implements automation and innovation to rotate to the NEW
  • Follows standard client data protection policies

Basic Qualifications

  • Minimum of 3 years’ supervisory experience
  • Minimum of 3 years’ experience Managing Voluntary Benefits Operations

Preferred Skills:

  • Bachelor’s degree
  • Working with Lean, Six Sigma or other operations management principles
  • Experience in successful negotiation of complex or strategic contracts
  • Ability to interpret data, prepare presentation materials and deliver content to all levels of management and clients
  • Strong supervisory, coaching and project management skills
  • Proven global expertise and perspective executive level presence and influence
  • Ability to travel
  • Professional Skills Strong organizational, multi tasking, and time management skill Excellent negotiation, influence, mediation and conflict management skills
  • Excellent business acumen and industry acumen
  • Strong interpersonal, oral and written communication skills dealing with internal and external contacts



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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