Service Delivery Ops Associate Manager

Skill required: Talent Development - Learning Delivery Operations

Designation: Service Delivery Ops Associate Manager

Qualifications:Any Graduation

Years of Experience:10 to 14 years
About AccentureAccenture 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 worlds 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? Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsThe purpose of the job for a Learning Administration Team Lead is to oversee and manage the administrative aspects of learning and development initiatives within an organization. This role involves coordinating the logistics of training programs, managing learning resources, and ensuring the smooth operation of various learning platforms and systems.Talent Development processEnsure successful delivery of learning solutions and review their effectiveness and applicability.

What are we looking for? Detail orientationWritten and verbal communicationEducationBachelors degreeWork ExperienceKnowledge of typical scheduling methodologyA background in administrative rolesProven ability in team leadership roles / tasks4 - 5 years business experience with similar backgroundExposure to call center industry preferably technical sectorCritical ThinkingProblem ManagementProject management skills (Planning & Organizing)Adopt an analytical approach.Strong organizational skills.Ability to prioritize conflicting requirements.Strong analytical ability (to devise and produce coherent management reports and statistics)People management skills (Coaching, listening, giving direction)Database knowledge (Software programs such as MS Access / Excel etc. plus client systems)Basic financial analysis (Cost vs. Revenue)Strong written and verbal communication skillsEnglish language proficiency required.Multi-cultural awarenessPassion for customer serviceInitiative, Critical thinking / problem solving skills.Work well within a team environment.Good time management skills.

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 shiftsOrganize scheduling tasks, resources, and priorities.Supervising a team of learning administrators or coordinators.Developing and implementing processes and procedures for efficient learning administration.Collaborating with Delivery Services Management, BI, Capability leads to create viable, cost-effective schedules and programs to agreed guidelines.Managing learning management systems (LMS) or other training platforms.Tracking and reporting on training metrics, including participation rates, and learning outcomes.Providing support to trainers and facilitators in delivering training programs.Ensuring compliance with regulatory requirements and organizational policies related to training and development.Evaluating the effectiveness of training programs and making recommendations for improvement.Monitor the performance of all daily scheduling tasks in multiple Accenture / Client systems.Provide management reporting information to show team performance against output, quality standards, volume throughput, pipeline, and completion in line with agreed measures (Client / Operations).Act as first point of contact for escalation of client and operational issues.Manage issues to resolution, where these fall within remit / scope.
 Qualification 
Any Graduation