Skill required: Next Generation Customer Operations - Service Desk Non-Voice Support
Designation: Delivery Lead Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 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? For this role, we are looking for a person who will lead global payment workflows, serving as a critical interface between the client and international academic and research institutions. This role demands strong operational expertise, deep collaboration capabilities, and a commitment to process excellence. The associate manager will drive end-to-end payment execution, ensure regulatory compliance, improve operational efficiency, and enhance transparency across stakeholders. The ideal candidate will be adept at managing complex datasets, leading global teams, and establishing best practices that enable customers to operate with clarity and confidence. The person would be leading a team, driving delivery excellence and high standards of quality.
What are we looking for? Educational qualification ? Bachelor’s degree required (preferably in Finance, Business, Economics, Operations, or a quantitative discipline) ? Professional experience ? 8-12 years of full-time experience in consulting, operations, finance, or related fields ? Demonstrated experience in managing or collaborating with global teams ? Exposure to payment operations or financial process management is preferred ? Analytical skills, with ability to create and read pivot tables, large datasets and operational dashboards ? Ability to design metrics, operational KPIs, and data visualizations for leadership reporting ? Communication and stakeholder management skills ? Excellent English communication skills - both written and verbal ? Ability to interface effectively with senior stakeholders, clients, and global partners ? Strong project management capabilities to drive complex initiatives end-to-end Manual product activation Payment operations expertise Regulatory awareness English language competency Shareholder communications Microsoft Excel and Google Sheets
Roles and Responsibilities: •In this role you are required to identify and assess complex problems for area of responsibility • The person would create solutions in situations in which analysis requires an in-depth evaluation of variable factors • Requires adherence to strategic direction set by senior management when establishing near-term goals • Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach • Some latitude in decision-making in involved • you will act independently to determine methods and procedures on new assignments • Decisions individual at this role makes have a major day to day impact on area of responsibility • The person manages large - medium 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 •Client & institutional collaboration ? Act as the primary liaison between the client and leading global academic institutions for payment-related activities ? Ensure clear communication, alignment, and timely processing of payments across geographies ? Partner with the client to maintain updated SOPs, STPs, and DTPs, ensuring operational readiness and consistency ? Payment operations and workflow management ? Execute worldwide payment processing in strict adherence to applicable local and global regulatory standards. ? Address and resolve queries from internal and external stakeholders regarding payment status ? Deliver all assigned tasks within agreed SLAs and manage throughput and accuracy metrics ? Process Governance & continuous Improvement ? Identify operational gaps and recommend process enhancements to drive efficiency, speed, and overall effectiveness ? Conduct root cause analyses (RCAs) for discrepancies, ensuring sustainable corrective actions ? Lead and implement best practices for worldwide payment operations ? Data, reporting and metrics ? Manage complex data sheets, operational trackers, and performance dashboards ? Design, maintain, and communicate metrics and data visualisations that support decision-making ? Collaborate with global teams to ensure consistency in reporting practices and data governance ? Contract and documentation support ? Assist in reviewing and executing a variety of agreements and contracts related to payment operations ? Ensure all documentation is accurate, current, and compliant with audit and regulatory standards

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 approximately 791,000 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. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, 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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