Skill required:
Next Generation Customer Operations - Service Desk Non-Voice Support
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?
This person will support global payment processing of CSR activities, among other related customer support and reporting requirements. They will serve as a coordination point between internal teams, client stakeholders, and international academic institutions. Reporting to the Manager this role focuses on timely execution of CSR related activities, accuracy of data, effective documentation, and maintaining transparency across all operational workflows. The Lead will help drive process improvements, support escalations, and manage day-to-day tracking, reporting, and stakeholder communication to ensure smooth global operations. Will also be responsible for leading the team to success.
What are we looking for?
- Detail orientation
- Ability to establish strong client relationship
- Negotiation skills
- Educational Qualification ? Bachelor’s degree required (preferred in Finance, Business, Economics, Operations, or quantitative fields). ? Professional Experience ? 10-14 years of experience in consulting, operations, finance, payment processes, or related fields ? Experience working with cross-cultural or global teams is an added advantage ? Technical and analytical skills ? Proficiency in creating and maintaining pivot tables, formulas, reconciliations, basic automation ? Ability to manage and maintain operational spreadsheets, trackers, and dashboards ? Basic understanding of financial processes, regulatory concepts, and operational controls ? Communication and collaboration skills to lead the team, and liaise with leadership ? Strong command of the English language - written and verbal ? Ability to collaborate effectively with internal teams and external stakeholders ? Good documentation and presentation skills to support reporting requirements Manual product activation Payment operations expertise Regulatory awareness English language competency Shareholder communications Microsoft Excel and Google Sheets 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 shifts
- Stakeholder support and coordination ? Support communication and coordination with global academic institutions, internal teams, and client stakeholders regarding payment status, required documentation, or escalations ? Respond promptly to routine queries related to payment progress, data discrepancies, and documentation needs, keep the management and seniors in the loop ? Assist the ops head by preparing updates, reports, and summaries for client discussions ? Process governance and documentation ? Ensure the team is up-to-date with process documentation including SOPs, STPs, checklists, and workflows ? Identify basic operational issues and propose initial corrective steps for review by the management ? Help conduct preliminary root cause analyses (RCAs) for discrepancies, escalating complex issues appropriately ? Data management and reporting ? Manage and ensure timely updation of operational spreadsheets, trackers, and logs with high accuracy ? Support creation of performance metrics, throughput dashboards, and weekly/monthly reports ? Ensure data integrity while working with large datasets and performing routine checks ? Compliance and quality assurance ? Ensure that all payment activities by the team adhere to local and global regulatory requirements ? Participate in internal audits, documentation reviews, and compliance checks in sync with the management ? Support review of contracts and agreements by preparing required information and documentation
