Service Management Associate Manager

Role Overview: As a Service Management Associate Manager at Accenture, your primary responsibility will be managing and resolving customer queries, handling escalations and complaints, and providing optimal solutions to ensure customer satisfaction. You will play a crucial role in closing faults and complaints within SLAs. Proficiency in Excel and MIS reports will be essential skills for success in this position. Key Responsibilities: - Manage and resolve customer queries, handling escalations and complaints - Ensure customer satisfaction by providing optimal solutions - Close faults and complaints within SLAs - Proficiency in Excel and MIS reports - Prepare management reports, analyze data, and create user-friendly Excel and BI dashboards - Deploy robust tracking mechanisms for SLAs/KPIs and daily operations - Ensure contractual compliance across various aspects such as Governance, Reporting, Incident Management, Change Management, and Survey Management - Analyze and solve moderately complex problems, create new solutions, and adapt existing methods and procedures as needed - Interact with peers, management levels, and clients within Accenture - Manage medium-small sized teams and work on multiple projects simultaneously - Drive team initiatives in analytics, automation, visualization, and innovation - Guide team members to excel in their deliverables Qualifications Required: - Expertise in Analysis and Reporting, Business Intelligence tools, problem-solving skills, and strong written and verbal communication - Proficiency in MS Office, including advanced Excel formulas, and ability to create meaningful presentations through PowerPoint - Knowledge in tools like Power Automate, Power Apps, Power BI, and VBA Macros will be advantageous - Proficiency in Visual Basic for Applications (VBA), Microsoft PowerPoint, and Structured Query Language (SQL) will be beneficial - Excellent project management skills, strong client-facing experience, and ability to solve complex business problems - Experience in Client & Leadership Governance, Performance Reporting, Incident Management, Survey Management, and Change Management - Ability to lead a team effectively, manage client relationships, and drive business solutions to operational challenges,