Description

Job Description

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

Qualification

Basic Qualifications:

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

Preferred Qualifications:

• 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

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.
We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here.

Role Location Annual Salary Range

California $163,000 to $369,800

Cleveland $150,900 to $295,800

Colorado $163,000 to $319,500

District of Columbia $173,500 to $340,200

Illinois $150,900 to $319,500

Maryland $163,000 to $319,500

Massachusetts $163,000 to $340,200

Minnesota $163,000 to $319,500

New York/New Jersey $150,900 to $369,800

Washington $173,500 to $340,200

Locations

San Antonio, TX

Additional Information

Requesting an Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

For details, view a copy of the Accenture Equal Opportunity Statement

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Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

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About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.

We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.

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Join Accenture to work at the heart of change. Visit us at www.accenture.com .


Requisition #: 13877296

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