Job
Description
Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Delivery Lead Associate Director Qualifications: Any Graduation Years of Experience: 18 to 28 years Language - Ability: English(International) - Advanced 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 worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 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.Responsibilities/Authorities Experienced Professional in supervisory role, responsible for leading & motivating a large team of professionals with accountability on all Service Delivery parameters such as:1. Service Delivery:Ensures delivery of projects/products based on agreed deadlines and quality assurance parameters as in SLA with clients, understand the client requirements and disseminate them to the team effectively.2. Client Relationship:Candidate will be required to engage client relationship at an elevated level. Expected to serve as a SPOC from client leadership/stakeholders on a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market.Client Relationship:Candidate will be required to engage client relationship at an elevated level. Expected to serve as a SPOC from client leadership/stakeholders on key initiatives/service delivery. Ability to manage multiple client/deals and ensure smooth delivery and customer satisfaction3. Business Transformation:Drive and facilitates Process Improvements/transformation projects/strategic initiatives. Establish cycle time improvement and span of control for all processes.4. Pre-Sales/Transition:Support Pre-Sales and teams in RFI/ RFP work and domain studies. Design and drive transition framework to ensure smooth transition of new scopes. Adheres to Standard Transition Methodology, validate transition doc Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance. Pre-Sales/Transition:Support Pre-Sales and teams in RFI/ RFP work and domain studies. Design and drive transition framework to ensure smooth transition of new scopes. Adheres to Standard Transition Methodology, validate transition documentation, and obtains Client sign-off for every transition process and ensures smooth transition of new processes. Candidate will also be expected to manage feedback (VOC), monitor & implement re-engineering initiatives/ transformation projects5. People Management:Contribute to employee morale and retention strategy, maintain high team morale & satisfaction Levels, resolve issues without escalation, identify trai What are we looking for Customer Service Management Adaptable and flexible Ability to work well in a team Strong analytical skills Written and verbal communication Process-orientation People Management:Contribute to employee morale and retention strategy, maintain high team morale & satisfaction Levels, resolve issues without escalation, identify training needs for the team members and enable the required training Rewards and recognizes employees; tracks and enhances employee performance. Identifies critical resources and creates back-ups. Regularly meets with all team members to review their developmental progress paving way for their career plan and to understand their concerns to help them out in whatever way possible. Adheres to the Performance Achievement process and ensures timely completion of the same. 6. Cost Management:Responsible for Account Profitability, meeting margin targets and minimize the operational costs through various improvement levers 7. Compliance Adherence:Responsible for client and Accenture policies & procedures are adhered by self and team. Support internal/external audits through walkthrough and submission of evidence and 100% compliance. Flag risks to clients and Accenture stakeholders and propose action plans Customer Care . Ownership:Location / site related responsibilities in liasioning with various teams and serve as an owner to ensure business continuity as well. Primarily your interaction will be with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach and ownership mindset 9. Shift:This role may demand flexibility to work in rotational shifts including US shift Professional Competencies (Includes Skills) Competency NameProficiency Level (Refer Defn. below)Comments Ability to manage multiple complex processesX Accountable for Service Delivery parameters/ GovernanceX Mentoring team membersX Problem SolvingX Communication / Presentation SkillsX Multi-tasking / Time Management/ Result OrientedX Result Oriented / Ability to work under pressureX Operation Excellence PracticesE 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 Qualification Any Graduation
