Service Delivery Ops Associate Manager
Accenture Mumbai
Skill required: Customer Operations - Voice - Service Desk Voice Support
Years of Experience:10 to 14 years
Achieve high degree of client satisfaction through execution & delivery of business action plans independently
Improve the quality of services and increase efficiency, be involved in time / effort estimates
Demonstrates capability of managing multiple NGCO Support Desk teams independently.
Manage multifunctional teams and build a conducive work atmosphere.
Secure assets, conduct review meetings and obtain and document feedback to ensure timely completion of Performance Achievement process.
Generate cross selling and up-selling opportunities, and building sales leads through a regular process.
Leading and developing a team of Specialists, Senior Analysts and Analysts, along with a span of 70-75 team members in NGCO Support Desk by embodying Accenture Core Values.
Leverage extensive knowledge of one functional/ business area, in a manner that provides business value to own team/project.
Manage and contribute in the Gen 4 Innovation and Continuous improvement processes for teams and overall business.
Interface with client and client account management teams on status updates recommendations and issue resolution.
Serve as a point of contact for escalations on complex problems
What are we looking for? •Customer Service
Designation: Service Delivery Ops Associate Manager
Qualifications:Any GraduationYears of Experience:10 to 14 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers.Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Manage and improvise NGCO Support Desk teams on profitability and budgets through scope management, monitoring forecast and production hours, managing costing based on contracted terms and ensuring timely client deliverables, with an objective of achieving profitability with optimum utilization of capacity and by increasing revenue and reducing cost, in line with the service level agreement of business deliverables.Achieve high degree of client satisfaction through execution & delivery of business action plans independently
Improve the quality of services and increase efficiency, be involved in time / effort estimates
Manage NGCO Support Desk teams on cost adherence and variance / deviations and revenue projections.
Manage customer expectations - response time and attitude. Anticipate client side bottlenecks in plan execution and propose solutions to clients or production teams in advance through effective communication.Demonstrates capability of managing multiple NGCO Support Desk teams independently.
Manage multifunctional teams and build a conducive work atmosphere.
Secure assets, conduct review meetings and obtain and document feedback to ensure timely completion of Performance Achievement process.
Generate cross selling and up-selling opportunities, and building sales leads through a regular process.
Leading and developing a team of Specialists, Senior Analysts and Analysts, along with a span of 70-75 team members in NGCO Support Desk by embodying Accenture Core Values.
Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other initiatives as required
Identify system and process improvement opportunities which will directly influence the client experience
Work closely with the support function teams to ensure continuously enhancement in quality of service delivery to the clients via automation and artificial intelligence.Leverage extensive knowledge of one functional/ business area, in a manner that provides business value to own team/project.
Manage and contribute in the Gen 4 Innovation and Continuous improvement processes for teams and overall business.
Interface with client and client account management teams on status updates recommendations and issue resolution.
Serve as a point of contact for escalations on complex problems
What are we looking for? •Customer Service
- Customer Service Management
- Adaptable and flexible
- Problem-solving skills
- Agility for quick learning
- Written and verbal communication
- 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
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Designation: Service Delivery Ops Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 years
About Accenture
Accenture is a global professional services company with leading...
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Skill required: Employee Services - Employee and Labor Relations
Designation: Service Delivery Ops Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 years
About Accenture
Accenture is a global professional services company...