Delivery Lead Associate Director - Customer Service Operations

Delivery Lead Associate Director

Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Delivery Lead Associate Director
Qualifications:Any Graduation
Years of Experience:18 to 28 years
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? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. • Mobilize appropriate resources • Support sales opportunities and ensure the feasibility of the proposed solutions and delivery of the solution by leveraging Accenture’s full capabilities • Improve client and customer relationships working with Client Account and Account Management Team leadership • Plan, deliver and execute project(s) and program(s) • Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g., client-site, delivery center) • Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement • Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s) • Support the achievement of contract controllable income (CCI) targets, • Manag Client Management • Develops and manages key internal/external client relationships. Demonstrates thorough understanding of client relationships/business practices. • Evaluates, responds to, and tracks/trends client feedback in areas of responsibility to promote client satisfaction. Strategy / Innovation • Identifies and pursues innovation opportunities for improving client and Accenture performance and outcomes. • Contributes subject matter expertise in areas of functional or business specialization across operational framework/range of projects. • Demonstrates business and industry acumen to initiate and/or develop client relationships.
What are we looking for? Performance Management • Oversees and promotes consistent application of human resource processes including performance management, career development, salary review, and resource allocation within area of responsibility. • Manages team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime etc. and escalate issues when required according to established practices. Span of Control Span of control refers to the number of subordinates a supervisor has • Manages different teams (average of 500-1000 team members) and/or work efforts at a client or within Accenture.
Roles and Responsibilities: •This role requires proactive identification, definition and solving of complex problems that have impact on the direction of the business or work effort, where analysis of situations requires an in-depth knowledge of Accenture • It requires development and execution of strategy to achieve key business objectives in area of responsibility • Interaction is with senior management levels at a client and/or within Accenture, involving negotiation or influencing on critical matters • Individual should have wide latitude in decision making and determination of objectives and approaches to critical assignments • Decisions have a major and lasting impact on areas outside of own responsibility • Individual manages large complex 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