Skill required:
Next Generation Customer Operations - Service Desk Non-Voice Support
Designation:
Delivery Operations Team Lead
Qualifications:
Any Graduation
Years of Experience:
7 to 11 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?
We are looking for a meticulous and proactive Product Operations Specialist to join our team. This role involves hands-on activation of products, program compliance monitoring, and operations support across a suite of offerings. The ideal candidate thrives in operational environments, follows process rigorously, and is comfortable supporting evolving business needs including special projects, onboarding efforts, and deep-dive issue investigations As a Product Operations Specialist, you will play a crucial role in managing the lifecycle of program operations - from product activations to program health reviews, scalability and profitability. You’ll ensure all activities are in compliance with fraud prevention guidelines and program policies. You will also contribute to the smooth execution of onboarding programs, process audits, and one-off operational deep dives that enable scalability and trust in our ecosystem. 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.
What are we looking for?
? Attention to detail with a process-oriented mindset ? High level of discretion and sound judgment in handling sensitive accounts ? Effective written communication skills and documentation abilities ? Ability to work independently and manage time efficiently across multiple workflows ? Knowledge or experience of having used enterprise business suites such as Google Workspace
- Skill Name Proficiency Level Manual product activation Advanced Account review & risk flagging Proficient Program audit & policy adherence Advanced English language competency Master Shareholder communications Proficient Documentation and Justification Proficient ? Experience with tools/systems used for case management, ticketing, or account review processes ? Prior work in customer/user interface, product support and activation, or trust & safety domains is a plus ? Soft Skills Roles and Responsibilities:
- In this role you are required to do analysis and solving of moderately complex problems
- May create new solutions, leveraging and, where needed, adapting existing methods and procedures
- The person would require understanding of the strategic direction set by senior management as it relates to team goals
- Primary upward interaction is with direct supervisor
- May interact with peers and/or management levels at a client and/or within Accenture
- Guidance would be provided when determining methods and procedures on new assignments
- Decisions made by you will often impact the team in which they reside
- Individual would manage small 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
- ? Product Activations ? Manually review and process product activation requests within a defined product suite ? Validate eligibility criteria and ensure all activation guidelines are met ? Log and document all activation decisions with accuracy and compliance checks ? Program Maintenance ? Conduct routine and ad-hoc account reviews for participating non-profits ? Identify and process account rejections, suspensions, and re-validations based on predefined quality and fraud-risk criteria ? Document all actions taken in internal systems and escalate questionable cases as per SOPs ? Support for Initiatives & Special Projects ? Provide operational support for onboarding new programs or partners ? Participate in one-time deep-dive investigations into anomalies or specific request categories ? Collaborate with cross-functional teams to execute special project deliverables tied to product operations
