Service Management Associate Manager

Skill required: Business Reporting & Governance - Reporting Analytics

Designation: Service Management Associate Manager

Qualifications:Any Graduation

Years of Experience:10 to 14 years
What would you do
You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Candidate who is good in excel and MIS reports are looked at for these skillsThe Business Reporting and Governance vertical helps to deploy and deliver robust tracking mechanism for SLA/KPI or any other operations on a day-to-day basis. The Governance team will be responsible for contractual compliance of various aspects of contract like Governance, Reporting, Incident Management, Change Management and Survey Management along with driving automation and analytics. Assessing, managing, using, improving, monitoring, maintaining, and protecting organizational information through a system of decision rights and accountabilities for information related processes, executed according to agreed-upon models which describe who can take what actions, with what information, when, under what circumstances and using what methods.Prepare management reports and analysis, both recurring and ad-hoc. It focuses on tracking business performance through trusted data and insights while actively managing employee behaviors.Proficient in MS Office with advance knowledge in excel formulas.Ability to create Nice & User friendly excel / Bi dashboards. Ability to create meaningful presentation through PowerPoint.Good to haves - Knowledge in Power Automate, Power Apps, PowerbiGood to haves - VBA MacrosGood Understanding of processes like (e.g., F&A, Marketing Operations, HR, Procurement and Supply Chain)People / Team Management

What are we looking forAnalysis and ReportingBusiness Intelligence (BI) Reporting ToolsAdaptable and flexibleAbility to perform under pressureProblem-solving skillsWritten and verbal communicationCollaboration and interpersonal skillsVisual Basic for Applications (VBA) Programming LanguageMicrosoft PowerPointStructured Query Language (SQL)The Business Reporting and Governance Associate Manager needs to deploy and deliver on a portfolio of deliverables like Client & Leadership Governance, Performance Reporting, Incident Management, Survey Management and Change Management. This role requires excellent project management, client facing skills and experience along with strong business acumen and ability to solve business problems.Ability to multi-task across several projects in a dynamic environment and deliver with high diligence.The role is a combination of individual contributor and supervisory tasks. Experience is managing team of 15 or more people is a must.Client relationship management experience also required.
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 shiftsWork with Account and Service Delivery leadership to ensure timely delivery of complete portfolio of Business Reporting and Governance ServicesEnsure services are constantly aligned to the contractual requirements.Consulting role to clients and senior leadership as an expert on Governance, Performance Reporting, Incident Management, Survey Management and Change ManagementEnsure all projects within span are operating within the budget. Drives various team initiatives and priorities like analytics, automation, visualization, and innovation.Guide team members within span to excel in their deliverables and drive performance.Understand business problems and drive solutions to resolve business/operational challenges. Develop strategies for effective data analysis and reporting.Select, configure, and implement analytics solutions.Liaise with internal process owners for Governance, Change Management, Satisfaction Surveys, Incident Management and Performance ReportingBuild systems to transform raw data into actionable business insights, with the right visualization tools (Tableau, Power BI etc.)Knowledge of MS Office); familiarity with business intelligence toolsAttention to detail and Problem-Solving AptitudeReview and analyze satisfaction surveys; summarize findings; work with contract service delivery team leads to determine remedial actions.
Qualification
Any Graduation