Team Lead - Editorial Services

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People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Program Specialist Services professionals provide project-based support services within centers. These professionals support the delivery and execution of our key projects with specialized services.

Job Description

Customer Service Delivery professionals includes the management of customer interactions to increase customer satisfaction and improve service quality.

A professional at this position level within Accenture has the following responsibilities:

Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems.

Understands the strategic direction set by senior management as it relates to team goals.

Uses considerable judgment to determine solution and seeks guidance on complex problems.

Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within Accenture.

Determines methods and procedures on new assignments with guidance.

Decisions often impact the team in which they reside.

Manages small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.

The Team Lead will have the following responsibilities :

Responsible to take a new process for a Client. Will support a line of business within an existing client. Responsible for working directly with the client to understand their needs and as a result assist in the design of Operations processes and design of technical workflows. Will need to have good technical aptitude to be comfortable operating with digital tools different software applications to deliver consistent end user experiences Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities May make decisions about the day to day operation of the group, including management of work assignments and transfer of information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours Manage workloads to ensure responsibilities within workflows are being executed to requirements and provide development coaching Perform and or ensure completion of quality review check on outgoing work e.g., proof content relative to defined set of guidelines and criteria and other tasks within immediate team to ensure quality, accuracy, and consistency Be an active escalation point for all team queries raised, deep involvement in workflows and understanding of daily content flows Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases. Prepare, analyze and interpret complex reports information and formulate conclusions and insights to share with the client team Act as technical and functional resource and Subject Matter Expert for team members, peers and or clients as assigned May be accountable for ongoing management of effective client service relationship in one area of the business, by acting as main point of contact for senior client representatives.


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