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Accenture

Client Service Delivery Operations Manager

Austin, TX

Client Services Delivery Operations Manager

Austin, TX

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services-all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com .

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In today's business environment, growth isn't just about building value-it's fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model-one that's anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients-by harnessing talent, data and intelligence to revolutionize their operating models.

Operations is one of four services that make up one Accenture -the others are Strategy and Consulting, Interactive and Technology.

The Key responsibilities for this role are as follows:
  • Lead a 15 member global operations team delivering client facing white glove customer support for HR operations, business transactional operations and reporting to clients across various business areas,
  • Ensure right coordination between Accenture teams across locations
  • Conduct root cause analyses, provide periodic metrics reporting, and align service delivery towards improving overall business metrics
  • Successful service delivery, SLA achievement and high level of operational service delivery.
  • Provide Service reporting and sponsor service delivery meetings.
  • Solve operational escalations, front end with client stakeholders on operational issues and new implementations
  • Front end with the client project team and help develop new solutions, processes, tools and enablers as necessary to support end client needs and requirements on an ongoing basis.
  • Direct deployment of analytics and lead innovation on operating model, training methodologies, business metrics measurements and reporting.
  • Drive process mapping, documentation, efficiency projects,
  • Facilitate hiring, mobilization, onboarding, training and knowledge transfer for new joiners with execution support from process SME
  • Support development of intake templates, documentation,
  • Identify and deliver productivity savings through automations and process improvements
  • Design, develop and present metrics, reports and analyses to measure operational performance and related business outcomes
  • Establish effective governance with client operations stakeholders, internal leadership and offshore delivery teams to ensure noiseless delivery and continuous improvement
  • Analyze patterns and trends in data and help drive continuous process improvements and improvements in client satisfaction and customer experience
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Qualifications

Basic Qualifications:
  • Bachelor's degree and 2 years of operations delivery experience or Minimum 6 years of operations experience in service delivery to clients, or internal operations teams including Customer Support, Business Data management, and/or Content Management
  • Minimum 3 years of experience leading teams of 10 or more members
Preferred
  • 2 years experience in customer experience design
  • Process Consulting or Analytics experience
  • Experience working with global teams
  • Excellent communication and client management skills
  • Strong analytical skills and demonstrated proficiency in developing and deploying analytical solutions
  • Ability to lead and work in a fast paced, dynamic, and global environment.
  • Strong background in KPI Dashboards development and automation and information systems management
  • Proficient in MS Office and/or Google Suite.
As required by theColorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only , the range of starting pay for this role is $75,600 - $122,799 } and information on benefits offered is here.

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement .

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

Job ID: AccentureInc-9471745
Employment Type: Other