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Payments Lead

Job Location: TX - Austin

Regional Description: Southwest

Job Number: 00633366

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- Job description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

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.

Program Specialist Services professionals provide project-based support services within centers. These professionals support the delivery and execution of our key projects with specialized services.

Job Description 


The Payments Team Lead will manage a multi-lingual team of Payments Agents to deliver a high caliber customer service and Payments service. Providing quality customer service is at the core of our team's goals. The Team Lead will represent the team when required in client communications and provide all levels of support and liaison for the client. 

 

Primary Responsibilities:

  • Working within multiple teams across both Accenture teams and client teams to execute and deliver a critical Payments service
  • Provide a credible and expert first point of contact for the Payments Team and for escalation of urgent issues, as well as, working alongside client leads
  • Manage team performance against SLA s and KPIs including metric reporting on team performance, quality of service, people engagement, all aspects of the business process and will be required to work closely with local and global counterparts.
  • Positive, target delivery focused attitude and experience of a service delivery environment desirable.
  • Support team to achieve results with the highest possible standard of quality and delivery, along with promoting and maintaining a high-performance culture and great place to work.
  • Performance management career counselling, coaching, performance development, 1:1’s, mentoring
  • Promote culture of continuous improvement across the teams in the global delivery network
  • Continuous improvement strategies and ideas, including new process incubation and induction
  • Drive and manage global initiatives
Days/hours can vary (Wed-Sun mid-day shift; Mon-Fri 4:30p-1a, Sat mid-day shift)

Basic Qualifications 
  • Minimum of a Bachelor's Degree or a minimum of 2 years of experience leading teams in a service delivery environment with Customer Centric Approach 
  • Minimum of 2 years of Customer Service Experience 
  • Minimum of 1+ years of reporting experience 
Preferred Qualifications
  • Prior experience working in an environment of frequent change 
  • Practical analytical problem solving skills through analysis using Excel, SQL, Access queries etc. 
  • Strong Excel skills formulas, pivot tables, v look ups, macros
  • Project Management Experience and knowledge and background in various Workshop facilitation 
Professional Skills
  • Strong work ethic, taking personal accountability for accuracy and high quality outputs and demonstrating integrity to core team values 
  • Ability to build relationships with stakeholders in multiple geographies 
  • Consultative work style to lead client work
  • Ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impactful manner 
  • Well developed analytical skills and the ability to provide clarity to complex issues, and synthesize large amounts of information together with the ability to develop creative and breakthrough solutions 
  • Able to prioritize and effectively manage time in a fast paced work environment Proactive to identify the root causes of issues by analyzing patterns and trends through data analysis 
  • Ability to build action plans through problem solving skills to improve performance 
  • Keen relationship builder across both Accenture and the Client's organization Self motivating, adaptable and able to inspire and motivate others 
  • Working Environment Service Delivery and Target Driven environment 
  • Willing to work across different shift hours including weekend hours 
  • Ability to meet tight deadlines with focus on quality, results and timely delivery 
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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