Delivery Lead

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

 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

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