Job expirat
Manage the delivery of Field Ops services across BPO clients, incorporating the full scope of Service Management services: change control, issue/problem management, governance, satisfaction surveys, reporting and SLA management including service credit assessments, and service definition framework
• Head of team/location within BSS global organization and of the team working for the client contract, either internally, externally, or in a combination of internal and client-facing roles:
1) BSS Group Lead (Location Lead for BSS)
• Leads BSS organization for current location and holds overall responsibilities for all BSS resources and BSS revenue for the contracts under management (SM, SC – current teams under BSS in Romania).
• Leads delivery of BSS SM & SC, with scope covering one or more delivery centers in a small country or group of countries. People management responsibilities for a team of 5 SM resources across this area; and manages Support Center team results acting as SPOC for all BSS workstreams existing in Romania. The Location Lead is Accountable for achieving the global objectives under BSS and also acting as escalation point for al BSS, participating in all geos management interlocks.
2) Client Contract Lead
• Leads the services under Service Management (SM) for multi-geography or multi-tower contracts., or for multiple smaller contracts or at least 2 large, high-touch contracts.
• Lead SM mobilization for contracts
• Provide client-facing accountability on contracts
• Responsible for financial recoveries on contracts supervised
• Drive daily and weekly project management functions with support from SM team members
• Conduct quality reviews of client-facing deliverables to ensure high quality delivery to client
• Responsible for daily management of functional teams on the contract
• Receive some direct management and oversight from Field Ops Area Director
• Liaise with Internal Controls and Compliance Team as required
• Liaise with Service Management Process Owners for Capability, Governance, Change, Issues, Satisfaction Surveys and Reporting
3-5 years of Outsourcing/ Service Management experience preferably in process management and/or service delivery operations, account management
• 3-5 years of supervisory experience
• Experience with running operations
• Customer-centric focus
• Strong communication and organization skills
• Executive presence
• Experience in Service Management processes and reporting on SLA metrics
• Demonstrated ability to achieve customer satisfaction through a managed service framework
• Project management experience
• Strong facilitation skills
• General financial management knowledge
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.
