[ref. j40148204] Service Delivery Ops Associate Manager

Designation: Service Delivery Ops Associate Manager

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The Senior Scheduling Lead continuously looks for areas in which improvements can be made in operational process and assists in design and implementation of those initiatives.

The role is required to maintain effective internal/external client/user relationships within own area of responsibility and provides guidance to and shares knowledge with colleagues relating to own specialization.

• Work with Delivery Services Management, BI, Capability leads to create viable, cost-effective schedules and programs to agreed guidelines.
• Accountable for Instructor resources are effectively and efficiently utilized against chargeability and utilization criteria.
• 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.

• 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 cross region scheduling processes are followed
• Provide input to Continuous Improvement
• Communicate LMS and other Scheduling tool issues or potential enhancements to Global Scheduling Lead
• Provide input to budget and manage costs to operate within budget guidelines
• Identify the resources from internal pool/Internal learning accounts or from external sources.
• Work with sourcing team to source the best of the resources and hiring
• Work with Mobilization team for new deals for transition.
• Ensure transition plan is being followed and client SLA/OLA/KPI’s are reviewed and agreed after thorough discussion with internal learning leadership team (CXL, Account Lead, Overall Lead)

• Manage attrition rate in the respective team/span managed.
• Conduct site tours for potential clients
• Accountable for ongoing maintenance of effective client service relationship by acting as first point of contact for client representatives.
• Leverage extensive knowledge of functional or business area, in a manner that provides business value to own team / project
• Oversee the requirements to support new project requests

• 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 shifts

Knowledge/Skills Requirements:

• Project management skills (Planning & Organizing)
• Strong organizational skills
• Ability to prioritize conflicting requirements
• 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)
• Strong financial analysis skills (Cost vs. Revenue)
• Excellent communication skills and ability to effectively communicate with various groups within the organization
• English language proficiency required
• Multi-cultural awareness
• Passion for customer service
• Deductive / reasoning skills
• Critical thinking / problem solving skills
• Work well within a team environment
• Good time management skills