Job expirat
The Service Delivery Team Manager is responsible for daily supervision of a team (e.g., delivery, process, business operations). He/she manages the workload of the team, may make work assignments, and has responsibility for developing team members. This job also operates as a subject matter expert and may be the escalation point for issue resolution and customer escalations. The job manages effective internal/external client relationships within a defined area of responsibility, and builds client relationships in the wider group or unit. This job also exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business.
Key Responsibilities:
• Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team
• May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling.
• Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from direct manager.
• Ensure that all of the client responsibilities occur in accordance with the Statement of Work and Service Level Agreement with client(s)
• -Drive measurable Customer Satisfaction
• May be accountable for ongoing management of effective client service relationship in one area of the business, by acting as main point of contact for senior client
Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to direct manager and assist other team leads with resolutions, as needed
• Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; provide cost estimates and execute implementation of improvements
• required to direct work within clear budgetary guidelines
• Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project’s overtime needs
• Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content
• Create annual team objectives with direct manager approval. Monitor and coach team to meet objectives
• prepares, coordinates and conducts performance appraisals, and counsels employees on career and performance/disciplinary issues
• May participate, either voluntarily or through direct manager’s request, on task forces, process teams, committees and special projects
• Drive team engagement
• 3 to 6 years work experience with previous managerial experience;
• Fluency in German OR French and English;
• Previous experience in business process area e.g. HR, Customer Service, preferably in an operations environment;
• Coaching/mentoring skills;
• Strong customer service skills;
• Strong organization skills, attention to detail and follow through to resolve any outstanding issues;
• Strong time management skills;
• Advanced written and verbal communication skills; manages internal and external/client communications with individuals at all levels;
• Ability to adapt to changing environment and support of multiple clients;
• Ability to motivate and develop people with a variety of development goals with minimal assistance from direct manager.
Bring your talent and passion to Accenture – sharpen your skills, build an extraordinary career and play a key role in creating solutions that transform organizations and communities around the world.
Accenture is one of the world’s leading companies providing consulting, technology and outsourcing services, with approximately 289,000 people serving clients in more than 120 countries. We work with our clients to help them find ways to become more successful in every part of their business, from strategic planning to day-to-day operations. We focus equally on employees’ development by creating a culture of excellence and offering extensive training programs that support professional growth.
To find more about Accenture and how you can use and improve your skills visit our careers website http://accenture.ro/cariere and our Facebook page https://www.facebook.com/accentureinromania.
