•Manage full Service Management functions for a group of clients, including Reporting, Incident Management, Change Management, Service Definition, Governance.
•Delivery of all Client facing service performance reports and internal management reports (including Service Performance Report, BPO Scorecard (BPS), Incident Management, Change Management, Customer Satisfaction Survey, quarterly/monthly account reviews, and others as required).
Prepare, analyse and interpret complex reports/information and formulate conclusions.
•Proven ability to set priorities, meet deadlines and accomplish team projects.
•Analyse and prepare trends of Incidents
•Aid Incident resolution as required.
•Identify issues and risks affecting current or future services provision to the Client(s) collecting all input from on-shore teams (Outsourcing Delivery Account Managers and Service Delivery Leads and their teams)
•Initiate and co-ordinate Continuous Improvement Initiatives.
•Propose changes in order to improve and standardize work.
•Facilitate Change Management process for client accounts, run Change Boards as necessary and linkage to EALA/Global Change Board
•Ensure that the client’s best interests are considered in all decision making.
•Fluent in Spanish and English
•Excellent knowledge of Microsoft Office applications, as required, to produce reports, action plans, presentations and simple project plans
•Project Management / prioritization skills
•Strong organization skills, attention to detail and follow through to resolve any outstanding issues
•Communication/ presentation skills
•Customer Service Orientation
•Experience with process excellence standards and methods (i.e., metrics reporting, SLA measurements, Lean Six Sigma, process improvement methods, etc.) an advantage
Accenture is a global management consulting, technology services and outsourcing company. With more than 181,000 people serving clients in over 120 countries, the company generated net revenues of US$23.39 billion for the fiscal year ended Aug. 31, 2008. Its home page is www.accenture.com
Our clients are some of the world\'s most dynamic organizations - 96 of the Fortune Global 100 and more than three-quarters of the Fortune Global 500. Committed to deliver innovation, we help them find the ways to become more successful in every part of their business from strategic planning to day-to-day operations.
Our people are our most important asset and we invest considerable resources to provide on-going training that builds and extends professional, technical and management skills in all areas. Your learning program will be determined by the requirements of your specific role but will usually involve specialized skills as well as personal and leadership development. You will work with your manager to determine what skills you need and how to build them.
Choose Accenture for a career where the variety of opportunities and challenges allows you to make a difference every day. A place where you can develop your potential and grow professionally, working alongside talented colleagues. The only place where you can learn from our unrivalled experience, while helping our global clients achieve high performance. If this is your idea of a typical working day, then Accenture is the place to be.