Skill required:
Next Generation Customer Operations - Service Desk Non-Voice Support
Designation:
Delivery Lead Senior Manager
Qualifications:
Any Graduation
Years of Experience:
16 to 25 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 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. a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market.Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat. The Global Process Owner (GPO) is responsible for the governance and proactive development and enhancement of an end-to-end process across the enterprise. The GPO must collaborate with sub-process owners, stakeholders and peer process owners to ensure effective and efficient streamlining of process operations and identification and leverage of cross-process synergies. The GPO will ensure continuous improvement of the process for which they are responsible. Additionally, the GPO is accountable for ensuring process compliance with all relevant legislation and company procedures. "
What are we looking for?
"
- Proactive and strategic thinker with strong decision-making skills
- Expertise in process design, execution, and optimization across business functions
- Ability to evaluate and prioritize process improvement opportunities based on business impact
- Strong analytical and problem-solving skills with an eye for operational excellence
- Experience in enabling technology adoption to drive end-to-end process improvements
- Excellent communication skills—able to influence stakeholders and align with leadership vision
- Certifications in Lean Six Sigma, Agile, or related methodologies would be an advantage
- Capability to balance strategic planning with hands-on operational execution
- Determine how to operationalize processes in alignment with the strategic business vision
- Decide on which process improvement opportunities to pursue for maximum impact
- Own and manage the prioritization of process opportunities in the pipeline
- Oversee and own enabling technology decisions for end-to-end process execution
- Engage with senior leadership and stakeholders to align process strategy with organizational goals
- Drive governance, risk management, and compliance for all process initiatives
- Span of control 500+
- Process assessment and analysis skills with the ability to recommend best practice process and negotiate with all stakeholder to reach agreement on global process
- Working knowledge of Order to Cash processes
- Ability to multi-task, be self-managed and meet critical deadlines with limited supervision
- Advanced Desktop Application skills (Visio, MS Word, Power-point, Project)
- Working Knowledge of MS Share-point
- Strong administrative skills, including project facilitation and task follow-up
- Effective interpersonal, verbal and written communication skills
- Effective written English and ability to articulate knowledge into process documentation " Roles and Responsibilities:
- Leadership (SHAPE)
- Lead the execution of a global strategy for an end-to-end process including associated policies and technologies
- Develop and translate strategy into operational goals, objectives, and process roadmap; identify necessary resources (people and capital); assess opportunities against business objectives and determine creative means to implement new and innovative technical and process-based solutions
- Establish, own and communicate a clear vision for the end-to-end process across the operating model
- Review end-to-end process performance and provide governance for process adoption and business demand.
- Participate in governance management boards to provide input on items such as process scope and service delivery and assist in resolving operational issues Process Implementation (DELIVER)
- Be accountable for and drive process transformation and make key decisions related to the process, including target setting, process performance management, and financial management with a focus on reducing process costs, increasing efficiency, and maximizing investment returns
- Drive global deployment and adoption of end-to-end process, with regional and local requirements customization as required
- Develop and execute a comprehensive strategy for an ongoing training methodology and program for the implemented processes, systems, and policies in collaboration with the business, corporate and Business Services Collaboration & Research (CONNECT)
- Collaborate with corporate functions across the board to ensure any required changes to policies, procedures, and processes are implemented
- Collaborate with data owners/stewards to align on process and data issues
- Communicate effectively as a spokesperson and leader for the end-to-end process
- Stay abreast of process trends and leading practices occurring in the marketplace to inform strategic direction and process enhancement Credo Based Leadership
- Create a high-performance operating culture throughout the organization
- Build and maintain relationships at all levels throughout the organization
- Establish a culture of continuous improvement at all levels of the organization
- Act as a key stakeholder to foster a business-oriented culture; continuously monitor the needs of the business Drive Continuous Improvement of Process
- Develop prioritized pipeline of process improvements; build business cases to quantify cost and value of process opportunities.
- Participate in GPO Community of Practice to share leading practices and leverage cross-process opportunities
- develop and operationalize any applicable reporting and analytics ", Any Graduation
