Service Delivery Ops Team Lead

As a Service Delivery Ops Team Lead at Accenture, you will play a crucial role in improving workforce performance and productivity, enhancing business agility, increasing revenue, and reducing costs through cross-support activities such as help desk roles, ticket resolution, and chat support. You will be responsible for implementing institutional processes that maximize performance levels and competency within the organization, covering various aspects including field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. To excel in this role, you should have an in-depth understanding of Human Resource Outsourcing (HRO) processes supported by Accenture. You will drive activities to meet requirements in terms of timelines, quality, and costs, ensuring tasks are completed on time and error-free. Additionally, you will drive operational excellence within the team, liaising with the Operational Excellence Team as needed. It is essential to raise relevant quality and scope issues that may impact delivery and streamline decision-making processes where possible. You will be expected to have a clear understanding of existing metrics in the process, how they are measured, and improve the measurement system for enhanced effectiveness and transparency. This includes a detailed understanding of process metrics such as SLA, OLA, and KPI, and collaborating with the Service Management Team on reporting performance measures to the client. In cases of complex issues or problems, you should escalate them and seek advice, ensuring business continuity and disaster recovery plans are up to date and periodically tested. As a Service Delivery Ops Team Lead, you will create logical plans, realistic estimates, and schedules for activities or project segments, documenting progress, issues, and agreements appropriately. Root Cause Analysis on issues faced by the team and suggesting corrective and preventive actions will also be part of your responsibilities. Moreover, you will actively participate in various internal or client initiatives related to the process, review process dashboards and visual management displays regularly, and engage in process-related business meetings. Collaboration with internal and third-party stakeholders to achieve business goals will be key in this role. You should be able to propose process improvement ideas to enhance efficiency, accuracy, and controls, while also reading, understanding, and analyzing client processes based on business rules. It is crucial to become a People Relations process expert within the first four months, working collaboratively with all stakeholders to drive success. In this position, your responsibilities will involve analyzing and solving moderately complex problems, potentially creating new solutions by leveraging existing methods and procedures. You will need to understand the strategic direction set by senior management, with primary upward interaction with your direct supervisor. Your decisions may impact the team, and you may manage small teams or work efforts at a client or within Accenture. Please note that this role may require working in rotational shifts. If you are a dynamic professional with 7 to 11 years of experience, possessing a graduation degree and a passion for driving operational excellence, this role offers a rewarding opportunity to contribute to Accenture's mission of delivering superior services across various industries.,