Service Delivery Operations Team Lead

Job Description

Skill required: Order to Cash - Collections Processing Designation: Service 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? You will be aligned with our Finance Operations vertical and will be helping us in determining financial outcomes by collecting operational data/reports, whilst conducting analysis and reconciling transactions. The Global Training Lead role is expected to lead the global training team for the process across multiple locations. Coordinate and oversee internal and external Training operations. In addition, this position establishes and manages relationships between the CD team, Key internal Customer, Clients and other stakeholders. This position also promotes a team-oriented environment through people development, strong leadership, continuous improvement, and cross-functional support. Primary responsibility is to ensure a training and development strategy for the company to support the company’s business plan and to ensure that the employees have the necessary skills Optimizing working capital, providing real-time visibility and end-to-end management of revenue and cash flow, and streamlining billing processes. This team over looks the entire processes that starts from customers inquiry, sales order to delivery and invoicing. The Cash Application Processing team focuses on solving queries related to cash applications and coordination with the customers. The role requires a good understanding of cash applications, the process of applying unapplied cash, reconciliation of suspense account in cash application, and process them from payment receipt to finalization. Manage OTC collection/disputes such as debt collection, reporting on aged debt, dunning process, bad debt provisioning etc. Perform Cash Reconciliations and follow up for missing remittances, prepare refund package with accuracy and supply to clients, record all collections activities in a consistent manner as per client process (tool), delivery of process requirements to achieve key performance targets, ensure compliance to internal controls, standards, and regulations (Restricted countries). What are we looking for? Ability to handle disputes Collaboration and interpersonal skills Commitment to quality Corporate planning & strategic planning Problem-solving skills To provide, manage and lead a comprehensive training and development services team to the process and client to ensure that all staff achieve high professional standards and that they have the necessary skills to help the company attain its strategic objectives and service deliverables 8 to 10+ years of experience in a learning organization within an operations setting 8+ years of people management experience in leading teams 5+ years of instructional design, performance support, and learning effectiveness measurement Experience communicating results of technical analyses with non-technical partners and leadership teams to influence the strategy of those teams Experience identifying and implementing learning modalities at scale including blended, digital self-paced/eLearning, coaching models, video-based learning Experience working with Operations and/or Customer Support teams and knowledge of the learning challenges faced in these environments Experience managing and growing global teams, while keeping pace with changing policies and standards Extensive training experience – Understanding of training tools, techniques, trends and theories. Instructional Design - Experience in design and development of training content Excellent Communication Skills – orally and in writing Client handling skills Crisis handling skills Negotiation skills Presentation Skills Computer/ MS Office skills Excellent Documentation skills Trend analysis and reporting People Management skills Critical problem solving and issue resolution Team supervision People Development – Feedback & Coaching Ability to multi-task Behaviors key to the success of this position are: Continuous improvement focus – result oriented Motivation Ability to Plan and Prioritize Confidence Analytical thinking Positive outlook Creative and innovative approach Adaptability Ability to exercise sound judgment within established guidelines Relationship Partnering Composure An eye for quality and speed of execution 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 Manage the end-to-end Global Learning and Development strategy and execution Oversee performance of the Training Manager, Trainers KMs, all training related performance metrics as well as the Training metrics across multiple regions within their specific Service Provider Improve, align, and maintain on-boarding and training programs across multiple regions within their specific Service Provider Communicate critical feedback and best practices from all regions to their Global Training Team POCs Perform global, regional, and site audits as required across multiple regions within their specific Service Provider Define and execute the learning strategy across multiple regions within their specific Service Provider Develop and implement Training Team staffing plans in liaison with Training Managers, and lead the OS Training team performance across multiple regions within their specific Service Provider Report on qualitative and quantitative metrics regarding training, Training DMR metrics, and training sites performance across multiple regions within their specific Service Provider Follow change management processes for routine changes across multiple regions within their specific Service Provider Seek feedback from Service Provider QTP Leads and Senior Agents, OS Trainers and OS Trainees to ensure continuous improvement of the Facebook Global Training program Ensure adherence of Training Team Key Performance Indicators across multiple regions within their specific Service Provider Attend all Train the Trainers and training related meetings with Facebook training team Attend and participate on Global Quality Calibration Session within their specific Service Provider Attend Weekly Business Reviews, and Monthly Business Reviews Show more Show less