Customer Service Operations is a high-growth area for Accenture Operations.  The Global Delivery Lead would be responsible for driving large-scale operations in one or more areas within Customer Operations, band lead growth and profitability as well as driving innovation and champion people and talent agenda.

Key Responsibilities:

• Ensure seamless delivery 

• Enhance client confidence  

• Ensure existing capabilities are built and teams streamlined by core competencies to ensure stability and value for all internal and external stakeholders

• Support sales opportunities and delivery of the solution by leveraging Accenture’s full capabilities

• Build client relationships in collaboration with the Client Account Leadership team

• Lead the service delivery strategy across one or more client portfolios.

• Address performance issues and implement continuous improvement plans to achieve project targets and SLA commitments

• Manage people engagement recruiting and staffing to optimize delivery targets.

• Drive customer experience transformation and scale our customer experience setup to enhance client delivery.

• Support the sales process, as needed, by participating in the solution design and drive the necessary Solutions Signs offs for large deals 

• Be Conversant with technology and inevitably combine it with operations to deliver business outcomes. and work on tech innovations happening in this space. Should have knowledge of CCAS platforms

• Drive the Innovation and Transformation agenda by picking the right opportunities where large transformation can be applied keeping in mind the Strategic and Visionary business outcomes

• Work with sales and solutioning teams as a domain expert to anchor some of our pursuits in the CX space

• Manage relationships with customers at the senior management level

• Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making

• Responsible for tracking and driving all process parameters ‘critical to quality’ for process delivery

• Lead the People and Talent agenda (career development activities for team members, team leaders and managers, including performance management, feedback and training)

• Demonstrate strategic/futuristic/disruptive thinking and demonstrable thought leadership

 Basic Qualifications:

• Minimum 5 years' experience leading multiple workstreams in an operations delivery environment,
• Minimum of 5 years’ experience managing teams

Preferred Qualifications:

• Managing programs at a global level
• Process improvement and/or change management experience
• Strong experience in driving service delivery operations in BPO environments
• Ability to manage across multiple service lines
• Client facing experience and running a strong delivery governance
• Should be willing to work in night shifts; should have managed multi location, multicultural teams; willing to travel

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.
We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here.

Role Location                                    Annual Salary Range

California                                           $163,000 to $369,800

Cleveland                                           $150,900 to $295,800

Colorado                                            $163,000 to $319,500

District of Columbia                         $173,500 to $340,200

Illinois                                                 $150,900 to $319,500

Maryland                                           $163,000 to $319,500

Massachusetts                                 $163,000 to $340,200

Minnesota                                         $163,000 to $319,500

New York/New Jersey                    $150,900 to $369,800

Washington                                      $173,500 to $340,200

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.

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