Skill required:
Business Reporting & Governance - Reporting Analytics
Designation:
Measurement & Report Senior Analyst
Qualifications:
Any Graduation
Years of Experience:
5 to 8 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?
Accountability/Scope:
- Assigned and accountable for specific areas of responsibility/deliverables.
- May prioritize and oversee activities of others to meet deadlines and quality standards.
- Assists in the identification, assessment and resolutions of complex issues/problems.
- Required to assess and resolve non-standard/standard issues/problem largely on own initiative
- Decides within and available ranges of solutions/practices, which are the most applicable.
- Makes decisions within parameters set by manager, using job/specialist experience.
- Seeks advice and escalates issues when faced with tasks/problems outside normal scope of job.
- Subject to general direction and guidance from manager as appropriate.
- Interacts with client/users around specific work efforts/deliverables. People/Knowledge:
- As appropriate, may directly supervise or coordinate the work of others in a discrete section/small team
- Coaches inexperienced team members and provides first level advice on procedures/work methods, for those who may be at the same level
- Thorough working knowledge of one functional area through significant job experience and training
- Sufficient experience or specialized knowledge to allow application/modification of existing methods and systems on own initiative in line with business context. Job Summary:
- Supports account and supervises a number of field ops reps to deliver one or more of the following Field Ops scope of services: change control, issue/problem management, governance, satisfaction surveys, reporting, and service definition framework.
- Supervises team of Field Ops reps to deliver service management services and have client facing responsibilities.
- Liaises with Internal Controls and Compliance Team as required
- Liaises with Service Management Process Owners for Capability, Governance, Change, Issues, Satisfaction Surveys and Reporting What are we looking for? Education:
- Bachelor’s degree (or geography equivalent)– Business or technology preferred Work Requirements:
- Minimal travel as required
- Flexible hours to accommodate global meeting times Knowledge/Skills Requirements: Required
- 3+ years of Outsourcing experience preferably in process management and/or service delivery operations
- Strong communication and organization skills
- Polished, professional presence
- Experience in Service Management processes and reporting on SLA metrics
- Demonstrated ability to achieve customer satisfaction through a managed service framework
- Project coordination experience
- Facilitation skills
- Virtual teaming experience
- Adaptability to change
- Effective collaboration skills and experience
- Adept in working across a heavily matrixed organization Nice-To-Have
- Implementation skills
- Process design experience Roles and Responsibilities: Collaborates with Center of Excellence team members on reporting, change, and satisfaction survey capabilities Supports continuous improvement and organization development activities Participates in ad hoc area or global projects as required Direct involvement in Account Capability to include the following: o Coordination of changes with operations, Change Boards o Preparing data and coordinating Governance meetings o Notification process for incidents o Incident trending/problem management o Review and analyze sat. surveys o Service Definition Management o Drive first draft of client facing reports to final approval o Amend metric gap & trending analysis based on client account knowledge o Analyze operational reports and highlight points for DAM and service delivery, Any Graduation
