Delivery Lead Manager - Voice Service Desk

Delivery Operations Associate Manager

Skill required: Voice - Service Desk Voice Support
Designation: Delivery Operations Associate Manager
Qualifications:Any Graduation
Years of Experience:11
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Manage the relationship with enabling functions to Support Desk. This is done via SLAs, reviews, reporting tools and issue management. Own the Monthly Operating Review. Support the leadership and management Operations Centre in supplier, client and internal metrics management through analysis of issues and data, mature handling of issues between stakeholders and highlighting key problems in a timely mannerParticipate in the establishment and development of the operation, leveraging previous Operations experience in order to provide a differentiated service. Ensure delivery of commercial aspects of the outsourcing agreement, as well as standards of service (relating to quality, effectiveness, productivity, efficiency etc.) to agreed Service Levels on a daily basis. Implement process improvements, initiate and design business process excellence improvements and drive Automations and Artificial Intelligence opportunities.Demonstrate, and seeks to deepen awareness of business / industry issues and drivers Procedural and Organization Design . Design and implement the procedures and principles for how the team will operate on a daily basis. Implement the necessary reporting and governance arrangements to ensure effective management controls are established to oversee the operation.Work with the Accenture Business Lead / Mobilization team to define the detailed procedures and approach for migrating and transitioning helpdesk operations from the client’s business units to NGCO SD DCs. Identification and implementation of procedural and policy improvements on an ongoing basis in order to deliver differentiated levels of service.
What are we looking for? Customer service orientationDecision makingAnalytical ThinkingMulti tasking & Time ManagementResult OrientedInnovativeFocus on goals / result orientationTeaming and CollaborationCommunication/ presentation skillsLead and manage the operations team Accountable for contribution of team in terms of delivery to deadlines /quality standards Allocate resources and responsibilities within team to deliver business results. Evaluate direct reports and may review the evaluations / development plans of others Responsible for staff development Staff planning to meet service requirements and involvement in recruitment process as necessary Ensures team members acquire necessary skills and performance attributes, in line with business and personal development needs Deal with any daily staffing issues Client Service
Roles and Responsibilities: In this role you are required to identify and assess complex problems for area of responsibility• The person would create solutions in situations in which analysis requires an in-depth evaluation of variable factors• Requires adherence to strategic direction set by senior management when establishing near-term goals• Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach• Some latitude in decision-making in involved• you will act independently to determine methods and procedures on new assignments• Decisions individual at this role makes have a major day to day impact on area of responsibility• The person manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture• Please note that this role may require you to work in rotational shifts