Delivery Lead

Accenture•San Antonio, TX

15h

About The Position

Customer Service Operations is a high-growth area for Accenture Operations. The Delivery Lead would be responsible for driving large-scale operations in one or more areas within Customer Operations, band lead growth and profitability as well as driving innovation and champion people and talent agenda. Key Responsibilities: Ensure seamless delivery Enhance client confidence Ensure existing capabilities are built and teams streamlined by core competencies to ensure stability and value for all internal and external stakeholders Support sales opportunities and delivery of the solution by leveraging Accenture’s full capabilities Build client relationships in collaboration with the Client Account Leadership team Lead the service delivery strategy across one or more client portfolios. Address performance issues and implement continuous improvement plans to achieve project targets and SLA commitments Manage people engagement recruiting and staffing to optimize delivery targets. Drive customer experience transformation and scale our customer experience setup to enhance client delivery. Support the sales process, as needed, by participating in the solution design and drive the necessary Solutions Signs offs for large deals Be conversant with technology and inevitably combine it with operations to deliver business outcomes. and work on tech innovations happening in this space. Should have knowledge of CCAS platforms Drive the Innovation and Transformation agenda by picking the right opportunities where large transformation can be applied keeping in mind the Strategic and Visionary business outcomes Work with sales and solutioning teams as a domain expert to anchor some of our pursuits in the CX space Manage relationships with customers at the senior management level Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making Responsible for tracking and driving all process parameters ‘critical to quality’ for process delivery Lead the People and Talent agenda (career development activities for team members, team leaders and managers, including performance management, feedback and training) Demonstrate strategic/futuristic/disruptive thinking and demonstrable thought leadership

Requirements

Minimum 5 years' experience leading multiple workstreams in an operations delivery environment
Minimum of 5 years’ experience managing teams

Nice To Haves

Managing programs at a global level
Process improvement and/or change management experience
Strong experience in driving service delivery operations in BPO environments
Ability to manage across multiple service lines
Client facing experience and running a strong delivery governance
Should be willing to work in night shifts; should have managed multi location, multicultural teams; willing to travel

Responsibilities

Ensure seamless delivery
Enhance client confidence
Ensure existing capabilities are built and teams streamlined by core competencies to ensure stability and value for all internal and external stakeholders
Support sales opportunities and delivery of the solution by leveraging Accenture’s full capabilities
Build client relationships in collaboration with the Client Account Leadership team
Lead the service delivery strategy across one or more client portfolios.
Address performance issues and implement continuous improvement plans to achieve project targets and SLA commitments
Manage people engagement recruiting and staffing to optimize delivery targets.
Drive customer experience transformation and scale our customer experience setup to enhance client delivery.
Support the sales process, as needed, by participating in the solution design and drive the necessary Solutions Signs offs for large deals
Be conversant with technology and inevitably combine it with operations to deliver business outcomes. and work on tech innovations happening in this space. Should have knowledge of CCAS platforms
Drive the Innovation and Transformation agenda by picking the right opportunities where large transformation can be applied keeping in mind the Strategic and Visionary business outcomes
Work with sales and solutioning teams as a domain expert to anchor some of our pursuits in the CX space
Manage relationships with customers at the senior management level
Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making
Responsible for tracking and driving all process parameters ‘critical to quality’ for process delivery
Lead the People and Talent agenda (career development activities for team members, team leaders and managers, including performance management, feedback and training)
Demonstrate strategic/futuristic/disruptive thinking and demonstrable thought leadership