Service Delivery Ops Team Lead

Skill required:

Designation:

Qualifications:

Years of Experience:

About Accenture

What would you do?

What are we looking for?

• Written and verbal communication
• Managing Noise less & flaw less Service delivery operations and ensure adherence to all SLA metrics
• Day-to-day management of the team i.e. managing the workload and ensuring seamless delivery
• Regular connect with internal & external stakeholders and apprise them of performance metrics
• All people management responsibilities such as hiring, training, engagement, rewards & promotions and performance feedback. Ensuring we attract, retain & develop high caliber individuals
• Improving upon client service to our internal and external clients
• Ensuring all legal and governance documentation such as Standard Operation Procedure, Root Cause Analysis, etc are maintained
• Maintenance of all legal and governance documentations such as production, efficiency and SLA details
• Contribute in implementation of technologies and process improvements tools
• Planning for contingency and ensuring strong resiliency
• Drive people engagement and fun activities within the team
• Fraud Risk Management
• Minimum 10 -12 years of experience in Chargebacks or Disputes handling.
• Chargebacks or Disputes handling process experience with Chargebacks or Disputes knowledge. Knowledge of banking products like Debit and Credit cards.
• Maintaining client relationship
• People management skills
• Operations Management
• MIS and Reporting
• Strong communication and negotiation skills
• Coordinates with internal and external stakeholders
• Analytical Thinking
• Communication / Presentation Skills
• Multi-tasking / Time Management
• Ability to Learn
• Leadership skills 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