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.
 
Job Description:
 
The Client Service Delivery Lead owns client relationship for the Operations contract which covers one or more of the Operations offerings. Responsible for client relationship, Profit and Loss management of the account, quality and risk with the services provided to the client, strategic positioning for growth and people management of the account. Interfaces with the Client Account Lead (CAL) and appropriate leadership within Service Delivery Operations (SDO). Responsible for shaping and driving value led transformation for the clients.

Key Responsibilities: 
  • Lead the finance and accounting processes for the client
  • Drive the transformation of their organization including shared services, digitization, automation, and technology
  • Develop and Grow the Client Relationship
  • Provide single point of contact for the client account leadership and the client for the Operations contract, generating new opportunities through various client contacts
  • Accountable for client satisfaction, reference ability and successful external audits
  • Set client expectations in conjunction with the client account leadership and manage the expectations
  • Establish formal routines for delivery account reviews with:
    • Client Account Leaders
    • BPO Service Delivery Leads and Commercial Director
 
Drive Outsourcing Growth
  • Leverage industry expertise to support client outsourcing strategies
  • Participate in client account planning and forecasting activities
 
Key Behaviors and attributes
  • Build trust-based relationship/client-centric
  • Focus on teaming & collaboration
  • Passion for business development
 
Lead and develop the Outsourcing Account Delivery Team
  • Drive the succession plan and talent management for the Outsourcing Account Delivery Team
  • Lead the Outsourcing Account Delivery Team and support functions
 
Manage the operational and financial performance of the Outsourcing contract
  • Sponsor the client transformation program and activities to meet service measures and cost savings, if applicable
  • Achieve outsourcing contract controllable expenses using the most appropriate principles, levers and tools
  • Set and manage outsourcing contract service level agreements, acting as a delivery escalation point around client priorities and issues
  • Manage outsourcing change orders, service quality, and recovery plans
  • Improve mobilization and transition costs in conjunction with Service Delivery Operations
  • Participate in and comply with the outsourcing account quality programs, including QA, Client Satisfaction and QPI and drive implementation of changes identified
  • Ensure adoption and compliance with Accenture Delivery Methods in accordance with Policy 11, including the creation and maintenance of the management plans (e.g., Business Continuity, etc.)
  • Achieve year-over-year efficiencies in conjunction with Service Delivery Operations
 
People Management
  • Drive the succession plan and talent management for the account team
  • Lead the account and support functions
 
Profit and Loss Management
  • Responsible for overall financial plan for the account and annual Operations account plan
  • Achieve sales, revenue and contract controllable income targets using the most appropriate principles, levers and tools
  • Strategic Positioning & Growth
  • Leverage industry expertise to influence client operations strategies
  • Drive incremental revenue growth through expansion or renewals of work
  • Participate in client account planning and forecasting activities

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Qualifications

Basic Qualifications: 
  • Minimum of 5 years Account Management experience
  • Minimum of 5 years Operations and or Consulting experience
 
Preferred Qualifications: 
  • Bachelor’s degree
  • Experience in Finance Accounting
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.
 

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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