Client Service Associate Manager (HR Project), Timisoara

Accenture

25-04-2015 | EXPIRA LA 25-04-2015

Job expirat

RESPONSABILITATI

Client Service Team/Service Delivery Team Project/Support Team Management and Work Management
• Empowered resource who commits the Client Service Team/Service Delivery Team to work - agrees on deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scope
• Assign team resources to work communicating allocated budget, schedule, macro approach and deliverables
• Empowered to make decisions for their team and ultimately is accountable to ensure their team creates their deliverables on budget, on schedule, and with the appropriate quality
• Manage resources to achieve these assignments
• Track and create/provide team status using standard templates and actively participate in appropriate internal and external status meetings
• Maintain the team’s portion of the work plan and/or annual plan (e.g. resource assignment changes, schedule changes, completion status, etc.)
• Approve team member time sheets, identify the source of any variances, and drive plans to correct variances
• Identify and manage issues and risks and act as an escalation point within the team
• Work with other delivery managers and project managers to ensure the Client Service Team/Service Delivery Team understands their accountabilities for delivery and how to work across the teams as needed
• For Operations, facilitate effective Management Operating System ensuring timely reviews of process outcomes (3X3’s, KPI’s, SLA’s) and improvement/change initiatives

Process Compliance/Consistency, Quality, and Continuous Improvement
• Schedule, assign, and track deliverable signoffs for deliverables owned by the team, and validate the participation of appropriate contributors to each deliverable
• Validate appropriate contributors have participated in the creation/review of each team deliverable according to standard methods and/or processes
• Ensure teams execute processes according to standard methods or approved processes and ensure deliverables are completed as required in a timely manner
• Serve as a Peer or Process Reviewer as appropriate and participate in Quality assessments as needed
• Identify continuous improvement and productivity improvement opportunities – maximize reuse, minimize redundancy, streamline, drive one-to-many approach, etc.
• Participate in the creation of team deliverables as appropriate

Process Capability Development
• Serve as process expert/coach for the team’s deliverables
• Drive methods adoption and act as an expert in how to cost effectively deliver the Client Service Team’s/Service Delivery Team’s process and/or project requirements and deliverables
• Monitor and analyze client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements
• Identify and implement productivity improvements ensuring adherence to appropriate project gating and business case approval requirements.
• May leverage benchmarking to identify leading practices, measure service performance against appropriate external standards and facilitate sharing of best practices
• May analyze and manage performance of third party vendors/contractors or departments to delivery service/process requirements and when required identify and facilitate performance improvement
• May facilitate monitoring of service/process related technologies and when required identify areas for improvement.
• May facilitate monitoring of service related processes and policies, identify areas for performance improvements, and coordinate implementation


CERINTE

• 5 to 7 years work experience with previous managerial experience;
• Fluency in 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


DESCRIEREA FIRMEI

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.