Delivery Operations Team Lead

Delivery Operations Team Lead

Skill Required: Employee Services - Employee Data Process Design
Designation: Delivery Operations Team Lead
Qualifications: Any Graduation
Years of Experience: 7 to 11 years
About Accenture: 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, Technology and Operations services, and Accenture Song—all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 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.

What Would You Do?
Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costs
Account Management and HR Processes - Accountable for Account talent management and development - Develop and implement a clear demand logging process for the account - Be the focal point in coordinating the demands coming from the respective projects within the account - Works closely with the various demand fulfilment channels (internal DTEs, contractor exchange, Delivery Centers, etc.) to ensure the demands are filled in a timely manner and with the right sourcing strategy - Oversight of Account on-boarding, orientation, integration - Facilitate annual performance management activities for account - Provide performance support and coaching at the worksite - Work with HR Business Partners to evaluate account needs and propose HR solutions
Employee Services - More into query/case management - Drives Account wide engagement programs working to understand/sustain/improve employee engagement and maximize retention - Provide oversight of all major HR processes from a client perspective - Monitor and evaluate HR trends highlighting implications for the client - Accountable for the coordination and delivery of human resource activities across the account - Act as liaison with appropriate GU/OG/GP HR leadership and other HR teams - Identify People programs to put in place at Account - Participate in recruitment and performance management of HR team members - Provide coaching and guidance on career development of team members (training, supervision, evaluation)
Sales Support - Support the selling of large complex deals at an appropriate stage in the sales lifecycle
Advisory and Coaching The design of employee data processes to manage employment data, records and transactions using standard technologies and processes. - Advise client account leadership regarding HR aspects of key business strategies, issues and decisions and potential problem areas - Coach and advise account and engagement leads and employees (when necessary) in people matters relevant to the account and business segment at the worksite - Advise Account leadership in career development activities - Effectively coach/counsel others 2. People Initiatives & Team building - Responsible for coordinating all people program efforts, optimizing employee engagement and work experience, across the account 3. Facilitate teamwork and process integration across the team 4. Responsible for engagement of team members 5. Contribute to a positive work environment and promote teamwork

What Are We Looking For?
6 years of experience as a Senior Contact Center Agent/Supervisor
Critical Thinking
Thorough understanding of the Service Line.
Thorough understanding of Business Process Outsourcing Service Delivery Experience
Multi-cultural awareness. English required
Business Case Development Business Operations Management Business Process Design Business Process Implementation Operations Management Problem Solving Process Architecture Quality Management Service Quality Management People Engagement Client Reference Data Management Communication Microsoft Excel Delivery Excellence Problem-solving skills Ability to perform under pressure Strong analytical skills Written and verbal communication Commitment to quality

Roles and Responsibilities:
•In this role you are required to do analysis and solving of moderately complex problems
• May create new solutions, leveraging and, where needed, adapting existing methods and procedures
• The person would require understanding of the strategic direction set by senior management as it relates to team goals
• Primary upward interaction is with direct supervisor
• May interact with peers and/or management levels at a client and/or within Accenture
• Guidance would be provided when determining methods and procedures on new assignments
• Decisions made by you will often impact the team in which they reside
• Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
• Please note that this role may require you to work in rotational shifts