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Finance/Accounting Service Delivery Senior Manager - Operations

Job Location: TX - Austin

Regional Description: Southwest

Job Number: 00621277

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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 Client Service Delivery Senior Manager will set strategic direction to establish near term goals for areas of responsibility. Interaction is with senior management levels at a client and/or within Accenture, involving negotiating or influencing on significant matters. The Client Service Delivery Senior Manager will have latitude in decision making and determination of objectives and approaches to critical assignments, and make decisions have a lasting impact on area of responsibility with the potential to impact areas outside of own responsibility. This role will manage large teams and/or work efforts at a client or within Accenture.

 

Key Responsibilities:

  • Trusted business advisor
  • Interprets day to day business objectives and prepares/executes operational practices and work programs
  • Ensures proper execution of processes by team
  • SLA performance management, escalation management, organizational management, process improvement, SFDC, and OCR
  • Reviews all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and responds appropriately
  • May perform data entry or other client related tasks in various systems, as required
  • Demonstrates 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
  • Manages 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
  • Identifies and assists with development of support materials for team use, e.g., training manuals, role aids, and views in databases
  • Prepares and analyzes complex reports information and formulates conclusions
  • Ensures that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client
  • Acts as subject matter expert for team members, peers and or clients as assigned
  • May act as a point of contact for senior client representatives
  • Anticipates, identifies, and assesses complex issues problems
  • Develops and implements a corresponding plan of action to bring the situation to resolution
  • Communicates changes to supervisor and assists other team leads with resolutions, as needed
  • Will manage the service delivery team, people development, management competency, and skill management

Basic Qualifications:

  • Bachelor's Degree
  • Minimum 10 years of Finance/Accounting Delivery Experience
  • Minimum of 7 years experience in a Team Lead, Supervisory or Management role
  • Minimum 5 years' in a client facing role managing call center programs of 150+ employees

Preferred Qualifications:

  • MBA or CPA preferred
  • Experience in  SLA performance management, escalation management
  • Demonstrated responsiveness, (i.e., TAT within 24 hours for all client emails), managing stressful situations, demonstrate being a client advisor, etc.
  • Proven experience in managing internal or external customers

Professional Skill Requirements:

  • Excellent communication written and oral and interpersonal skills
  • Proven ability to work creatively analytically in an problem solving environment
  • Proven ability to build, manage and foster a team oriented environment
  • Desire to work in an information systems 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.

 

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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