Skill required: Next Generation Customer Operations - Master Data Management (MDM)
Designation: Service Delivery Ops Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 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.Visit us at www.accenture.com
What would you do? In this role, you need to analyse and solve moderately complex problems You are required to create new solutions, leveraging and, where needed, adapting existing methods and procedures You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change Your primary upward interactions are with your direct supervisor You may interact with peers and/or management levels at a client and/or within Accenture You will be provided with guidance when determining methods and procedures on new assignments The decisions that are made by you will often impact your team You would be overseeing a small work effort and/or team Process Management Supervise a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintain utilization and day to day operational management? Conducts daily and weekly meetings to share business updates, conducts RCA to identify drivers impacting performance, and works closely with QAs and Trainers to improve team performance? Monitor staff performance and complete performance reviews ? Have experience working as an Agent in same/similar workflows? Stakeholder management Ensure regular client interactions and meaningful discussions? Participate in Weekly / Monthly / Quarterly reviews? SLA / KPI management:? Ensure achievement of KPI, SLA targets? Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams? Should have solid understanding of workflow, tools used for providing services Skills & competencies?
What are we looking for? Experience in Data Analytical skills Expert level capability in use of MS software (with focus on analytical skills in PPT & Excel) Managing performance and SLA’s Promoting process improvement Dealing with complexity, analysing information for continuous improvements Implementing Organizational Core Values Knowledge of end-to-end of supply chain & procurement process Experience running multi-geography operations/teams Client management skills. Experience in having managed operational issues. Experience in resolving and escalating from client. Identifying risks and apply appropriate mitigating actions to increase client satisfaction Deep understanding of Data management process Supply Chain & Procurement – knowledgeable in terminology and methodology Proactive and team player Relationship management Strong verbal and written communication Excellent English speaking and writing skills is a must? Must understand customer support or operations type environment such as project coordinator, Customer service agent, technical support staff or service engineer etc? Must have worked in a ticketing systems/tool – assign/Process Tickets, update tickets, escalate/follow-up, closure, feedbacks?? Excellent documentation and data entry skills. Previous experience in updating tools and data bases is an advantage? Customer Problem solving or troubleshooting experience is an advantage? Must have knowledge of Microsoft Office tools – Word/Excel/Power Point? Must be flexible in changes in working schedule and environment while maintaining accuracy and quality of output to meet the requirements of the client? New ways of working and a changing environment requires the ability to quickly learn and adapt.? Ability to multitask and adopt to change is must? Experience in the telco or similar technology industry is preferred? Excellent customer service and phone skills? Experience in interacting with other professionals in a working environment.? Experience with working according to plan?
Roles and Responsibilities: •In this role you are required to do analysis and solving of moderately complex problems • Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures • The person requires understanding of the strategic direction set by senior management as it relates to team goals • Primary upward interaction is with direct supervisor or team leads • Generally interacts with peers and/or management levels at a client and/or within Accenture • The person should require minimal guidance when determining methods and procedures on new assignments • Decisions often impact the team in which they reside and occasionally impact other teams • Individual would manage medium-small sized 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

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 742,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com.

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