Delivery Operations Associate Manager

Skill required: Marketing Operations - Creative Design
Designation: Delivery Operations Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 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? Help balance increased marketing complexity and diminishing marketing resources. Drive marketing performance with deep functional and technical expertise, while accelerating time-to-market and operating efficiencies at scale through Data and Technology, Next Generation Content Services, Digital Marketing Services & Customer Engagement and Media Growth Services. Ensuring customer satisfaction by acting as the escalation point for any problems or concerns from project and delivery managers, as well as clients. Responsible for all services including incident and change management. Drive optimization of delivery of standard solutions within area(s) of expertise. Address performance issues across the service delivery operations, create operational approach and implement continuous improvement. In a Marketing Operations job profile, responsibilities include managing and optimizing marketing processes and systems. This involves tasks such as campaign execution, data analysis, and budget management. The goal is to improve marketing efficiency and effectiveness. The role requires strong analytical skills, attention to detail, and knowledge of marketing technologies. It is essential for ensuring that marketing strategies are implemented smoothly and deliver measurable results. Implement the levers to consistently achieve performance targets such as Six Sigma, operational excellence, etc. Participate in account quality review process and engage appropriately in the Accenture Quality Assurance program. Review and validate the standard solutions/models for new deals, and take responsibility for their successful execution/completion. Creative design is a process that uses digital and physical design tools and core design training to create comps and final art that bring creative concepts to life for marketing purposes.Tracking duties and deliverables from several project managers and their respective projects. Responsible for career management of service delivery operations staff (training, engagement, mentoring, succession planning and annual performance process). Lead service delivery strategy and execution. Act as subject matter expert supporting teams and applying deep expertise
What are we looking for? Ensure operations teams are aware of expectative and business needs. Assure successful service delivery - SLA achievement and high level of customer satisfaction. Collaborate with Sr. management to create strategies for improved client account management as well as growth and other opportunities. Working with the client and operations teams to identify and manage service improvement activities. Good to have Skills Act as subject matter expert supporting teams and applying deep expertise and knowledge. Certified in PMP, Agile, Scrum, Six Sigma UI/UX, Visual Design Fluent in oral and written English skills (will have direct contact with clients). Proven leadership skills. Ability to motivate others to achieve goals and deadlines. Conflict resolution and negotiation skills to balance customer s needs and goals with company s strategies and goals. Skilled at delegating tasks to others. Generation of clear and functional reports for both supervisors and peers (both technical and non-technical). At least 10 years of experience leading Software Development with emphasis in web / front-end technology based delivery. Expertise in Digital Content Publishing. Extensive experience working with global teams and offshore/nearshore production At least 15 years of experience in Client Management and relationship-building. The ability to lead a complex project/program in which new services/tools are used or created. Recognize issues and opportunities and initiate proper action to solve or take advantage of them. Monitor and devise methods of improvement for overall performance and services. Review and contribute to creation of financial reports and supporting documentation for funders as outlined in funding agreements by projects.
Roles and Responsibilities: •In this role you are required to do analysis and solving of moderately complex problems• Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures• The person requires understanding of the strategic direction set by senior management as it relates to team goals• Primary upward interaction is with direct supervisor or team leads• Generally interacts with peers and/or management levels at a client and/or within Accenture• The person should require minimal guidance when determining methods and procedures on new assignments• Decisions often impact the team in which they reside and occasionally impact other teams• Individual would manage medium-small 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 shiftsAssists or leads in developing supplier/vendor/sub-contractor strategy for service delivery operations. Awareness of CX products Understand and implement tools which would lead to efficiency gains Manage recruiting, staffing, pyramid mix, utilization and capacity of staff to optimize balance between cost and delivery targets. Resolve performance issues with delivery leadership. Responsible for improving delivery and both supporting and assisting in the creation of strategic initiatives for clients partnering with the different teams within Accenture. Formalize delivery plans for the service delivery operations(s) with service group delivery leadership. Ensure execution of delivery work across one or more service delivery operations. Deliver efficiencies through standard processes and synergies. Manage supply and demand, service quality and processes to meet delivery expectations, always looking for methods of improvement. Proactively improve client and customer relationships through extensive contact, while working with Client Account and Account Delivery Team leadership. Deliver agreed scope of services while achieving profitability improvements and productive gains. Manage and reduce costs on standard offerings, assets, technologies, licenses and facilities. Implement standard service level agreement (SLA) and other financial/operational metrics. Support the achievement of targets on contract controllable income (CCI) and cost-to-serve. Support estimate at completion (EAC) adjustments (if required).