Job
Description
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
What would you do
We are looking for a process-driven and problem solving individual to ensure operational excellence across all service lines, including customer support, escalation handling, project support, and program maintenance. Their primary role is to ensure that project deliverables are accurate, meet the thresholds of the pre-defined SOPS, and align with business needs. They must do this by providing expert insight during project planning and execution, helping to define requirements, and identifying potential risks. SMEs are also responsible for reviewing deliverables for accuracy and compliance, assisting with testing, and troubleshooting complex problems that arise within the workflows. They will be responsible for facilitating communication between different teams, and often contributing to training materials (for upskilling and cross-skilling) and knowledge transfer to ensure the success and long-term viability of the workflows
What are we looking for
Experience7–11 years in technical troubleshooting processPrior experience in team handling or people based roles along with a good grasp of domain knowledgeFamiliarity with standard practices, error tracking, process compliance and team managementSoft SkillsHigh attention to detail and commitment to accuracyStrong analytical skills and the ability to identify root causes of lapsesObjective decision-making and the confidence to flag process gapsGood written and verbal communication for reporting and stakeholder feedbackEmail etiquetteAccount review & risk flaggingCase management system knowledgeEnglish language competency Shareholder communications Documentation and Justification
Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problemsMay create new solutions, leveraging and, where needed, adapting existing methods and proceduresThe person would require understanding of the strategic direction set by senior management as it relates to team goalsPrimary upward interaction is with direct supervisorMay interact with peers and/or management levels at a client and/or within AccentureGuidance would be provided when determining methods and procedures on new assignmentsDecisions made by you will often impact the team in which they resideIndividual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within AccenturePlease note that this role may require you to work in rotational shiftsRoles and responsibilitiesMonitor and audit workflows, maintain delivery benchmarks across all deliverables. Evaluate team actions to align with established operational guidelines and operational standards. Critically review and support documentation for completeness, accuracy, and adherence to SOP. Help the team be consistent, compliant and on track in the handling of cases, requests, or reviews. Guide and support teams in accurately interpreting and applying nuanced SOPs to challenging cases. Reporting & InsightsGenerate regular quality performance reports that provide actionable insights and recommendations. Monitor and track key performance indicators such as error rates, compliance scores, corrective actions, and re-audit rates. Collaborate with operational leads to develop and implement effective quality improvement plans. Identify patterns and root causes of failures within the workflows, recommending preventative actions, and developing Corrective and Preventive Action (CAPA) plans. Lead or contribute to Root Cause Analysis (RCA) and define RACI (Responsible, Accountable, Consulted, Informed) matrices for improvement initiatives. Training & Feedback LoopCommunicate quality trends and insights from error analysis to relevant teams to foster awareness and drive continuous learning. Contribute to refresher training programs and onboarding materials by incorporating feedback and data from recurring quality issues. Facilitate and participate in calibration sessions to ensure consistency in the application of quality standards across all reviewers.
QualificationAny Graduation
