Service Delivery Ops Team Lead

Role Overview: As a Service Delivery Ops Team Lead at Accenture, your primary responsibility will be to improve workforce performance and productivity, boost business agility, increase revenue, and reduce costs through cross-support in Workforce Management (WFM). You will be involved in an institutional process that maximizes performance levels and competency for the organization, which includes activities such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. Key Responsibilities: - Drive activities to meet requirements such as timelines, quality, and costs; do whatever is necessary to complete tasks on time and error-free - Foster Operational Excellence within the team and support Operational Excellence Focal; liaise with the Operational Excellence Team as required - Identify and raise relevant quality and/or scope issues that may impact delivery; streamline decision-making processes where possible - Understand existing metrics in the process, how they are measured, and improve the measurement system for effectiveness and transparency; detailed understanding of process metrics like SLA, OLA, KPI - Escalate issues and seek advice when faced with complex problems; ensure Business Continuity and Disaster Recovery Plans are up to date and tested periodically - Create logical plans, realistic estimates, and schedules for activities or project segments; ensure progress, issues, and agreements are properly documented and acted upon - Assist the team with performing Root Cause Analysis on issues faced and suggest appropriate corrective and preventive actions - Support in Knowledge Transfer of any process/client and acquire in-depth knowledge of the process as required - Participate in various internal or client initiatives related to the process; ensure process dashboards and visual management displays are reviewed regularly - Actively participate in all process-related business meetings in-person or virtually through conference calls; liaise with Accenture Local IT to escalate technology issues faced by the team - Participate in and/or support during client visits; propose process improvement ideas to reduce time, improve accuracy, or enhance controls - Read, understand, and analyze client processes as per the business rules; become a People Relations process expert within the first 4 months - Work collaboratively with all internal and third-party stakeholders to achieve business goals Qualifications Required: - Any Graduation Please note that this role may require you to work in rotational shifts.,