Service Delivery Ops Specialist - Accenture

Designation: Service Delivery Ops Specialist

In Learning Delivery Operations you will be ensuring successful delivery of learning solutions and review their effectiveness and applicability.

• Project management skills (Planning & Organizing)
• Adopt an analytical approach
• Strong organizational skills.
• Ability to prioritize conflicting requirements
• Conduct monthly 1:1 with subordinates and document the connect on tool.
• Responsible for monitoring and achieving the contractual agreed metrics.
• Scheduling transport for the team members and monitor no shows and cancellations.
• Maintain process specific DTP’s, SOP’s, LWI’s and make updates as required.
• Monitor CL10’s performance and provide timely feedback and plan career progression.
• Strong analytical ability (to devise and produce coherent management reports and statistics)
• People management skills (Coaching, listening, giving direction)
• Database knowledge (Software programs such as MS Access / Excel etc. plus client systems)
• Basic financial analysis (Cost vs. Revenue)
• Strong written and verbal communication skills
• English language proficiency required
• Multi-cultural awareness
• Passion for customer service
• Initiative, Critical thinking / problem solving skills
• Work well within a team environment.
• Good time management skills.

• 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
• Organize scheduling tasks, resources, and priorities.
• Work with Delivery Services Management, BI, Capability leads to create viable, cost-effective annual or quarterly schedules and programs to agreed scheduling guidelines.
• Ensure Instructor resources are effectively and efficiently utilized against chargeability and utilization criteria.
• Ensure Cancellation policies are being followed for scheduling.
• Monitor the performance of all daily scheduling tasks in multiple Accenture / Client systems.
• Provide management reporting information to show team performance against output, quality standards, volume throughput, pipeline and completion in line with agreed measures (Client / Operations).
• Work with Delivery teams / BI / DSM to maintain accurate course, instructor and facility information (Matrices).
• Act as first point of contact for escalation of client and operational issues.
• Manage issues to resolution, where these fall within remit / scope.
• Pro-actively escalate potential serious / high-level issues to Senior Scheduling Lead (L8)
• Take the lead in supporting scheduling team daily activities, providing coaching where appropriate and ensuring that all client scheduling roles are covered
• Challenge established practice and processes to raise scheduling / cost issues with DM / BI / Capabilities.
• Perform all people processes for the team in line with HR policies.
• Assist with developing and documenting cross region scheduling processes.
• Ensure attrition target for the deal are met and closely monitored
• Provide input to Continuous Improvement
• Communicate LMS and other Scheduling tool issues or potential enhancements to Senior Scheduling Lead
• Responsible for people management, capacity/productivity utilization of the scheduling team.