Job Description Template

Job Title -  Workplace Service Dev Associate Manager

Management Level : CL 8

Location: Bangalore – BDC14

Must have skills: Team Leader with 10-15 years of experience, excellent communication skills, people management, stakeholder management, knowledge of working on excel and be able to create intuitive PPTs, Customer service management, change and process management, Knowledge of supervisory practices and principles, Working with multiple teams leads and/ or different functions and is responsible for creating an inclusive working environment for all of the team members, Supporting leadership to ensure alignment of strategy throughout the function. Facilitate and participate in regular team discussions, facilitating teamwork and ensuring the Service Centre team regularly plans and discusses ideas and issues, Learns new applications, technologies, and skills through intensive hands-on experience, Requires analysis and solving of complex problems. Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures, Requires understanding of the strategic direction set by senior management as it relates to team

Good to have skills: Knowledge of space utilization and facilities management, Experience working in workplace related tools or process is an added advantage.

Job Summary:
Plan, organize, lead, and control processes, people, and tools to deliver good customer experience within agreed speed, quality, and cost. Supervise Representatives including the assignment of work, on-the-job training, communication of expectations, Oversee the delivery of quality, productivity.

To work in a high performing centralized environment aiding virtual customers. 

Roles & Responsibilities:

• Manage GES team through effective governance, supervising day-to-day operations, performance reviews and finding resolution for various operational issues and challenges. Manage a large workforce, including direct reports to service partners with a spirit of positivity and collaboration.
• Monitoring the service levels on the floor, ensuring that the SLA is maintained. Report performance on daily basis and investigate unusual / undesirable results.  Identify scope for improvements and standardize processes and service delivery through technology and bringing in industry best practices.
• Develop and maintain positive relationships with clients and partners across the globe. Resolve issues in a tactful and expedient manner for short-term solutions, and effectively plan for long-term solutions.
• Develop direct report to improve required skills, set direct report for success and ensure high people engagement among team members.
• Perform team administration and human resource management functions according to Accenture policy and requirements - recruitment, career development, coaching, mentoring, objective-setting
• Raise issues around process, staffing and policies to the appropriate management level. Collaborate with process lead to identify improvements and/or develop solutions to persistent concerns.
• Advise and enable stakeholders in their goals to improve service, save on cost and mitigate risks.  Use powerful techniques such as data storytelling and PowerBI/bots/tools as applicable.
• Participate in Quality Assurance activities to monitor proficiency, productivity, and quality of Service Delivery direct reports.
• Operate according to established process and guidelines of Accenture Operations Excellence (OPEX).
• Identify opportunities to expand knowledge bases and/or initiate process improvements.  Work with team members to evaluate the downstream impact of improvements, and upon approval, oversee the development of  the appropriate on-the-job training materials and training sessions.
• Respond to the unique reporting requirements of the Operations/Cross functional departments on real-time / Adhoc basis.
• Analyze data; assess opportunities for improving performances while driving efficiencies, and operational excellence. Analysis on reporting to increase efficiency of reporting and hence to notify the Operations about any upcoming issue and the trends and suggesting the ways of improving the process.
• Responsible for data retrieval, generate statistical reports & document. Researching, evaluating, and tracking in-depth data of critical processes. Preparation of MIS on daily, weekly, monthly, and quarterly basis for top management analysis.
• Generate and validate reports for various business requirements, such as but not limited to status reports, scorecards, dashboards, etc. Provide insights on transaction trends such as but not limited to, usual requests or inquiries, customer behaviors, internal or cross-functional process changes
• Manage GES team through effective governance, supervising day-to-day operations, performance reviews and finding resolution for various operational issues and challenges. Manage a large workforce, including direct reports to service partners with a spirit of positivity and collaboration.
• Monitoring the service levels on the floor, ensuring that the SLA is maintained. Report performance on daily basis and investigate unusual / undesirable results.  Identify scope for improvements and standardize processes and service delivery through technology and bringing in industry best practices.
• Develop and maintain positive relationships with clients and partners across the globe. Resolve issues in a tactful and expedient manner for short-term solutions, and effectively plan for long-term solutions.
• Develop direct report to improve required skills, set direct report for success and ensure high people engagement among team members.
• Perform team administration and human resource management functions according to Accenture policy and requirements - recruitment, career development, coaching, mentoring, objective-setting
• Raise issues around process, staffing and policies to the appropriate management level. Collaborate with process lead to identify improvements and/or develop solutions to persistent concerns.
• Advise and enable stakeholders in their goals to improve service, save on cost and mitigate risks.  Use powerful techniques such as data storytelling and PowerBI/bots/tools as applicable.
• Participate in Quality Assurance activities to monitor proficiency, productivity, and quality of Service Delivery direct reports.
• Operate according to established process and guidelines of Accenture Operations Excellence (OPEX).
• Identify opportunities to expand knowledge bases and/or initiate process improvements.  Work with team members to evaluate the downstream impact of improvements, and upon approval, oversee the development of  the appropriate on-the-job training materials and training sessions.
• Respond to the unique reporting requirements of the Operations/Cross functional departments on real-time / Adhoc basis.
• Analyze data; assess opportunities for improving performances while driving efficiencies, and operational excellence. Analysis on reporting to increase efficiency of reporting and hence to notify the Operations about any upcoming issue and the trends and suggesting the ways of improving the process.
• Responsible for data retrieval, generate statistical reports & document. Researching, evaluating, and tracking in-depth data of critical processes. Preparation of MIS on daily, weekly, monthly, and quarterly basis for top management analysis.
• Generate and validate reports for various business requirements, such as but not limited to status reports, scorecards, dashboards, etc. Provide insights on transaction trends such as but not limited to, usual requests or inquiries, customer behaviors, internal or cross-functional process changes impact. .
• Leading / Participating in the Monthly Service Performance review calls with the service management teams and the Stakeholders.
  
  
  Professional & Technical Skills:
• Knowledge of supervisory practices and principles.
• Possess excellent communication skills, both written and verbal
• Convincing/negotiation skills
• Maintain a focus on Customer service.
• MS Excel skills

Additional Information:

• Must be flexible to support US and Europe working hours.
• Ability to work effectively in a virtual and global environment
• This position is based at our Bengaluru office and requires to work from office

About Our Company | Accenture (do not remove the hyperlink)

Experience: 10-15 years of experience.

Educational Qualification: Graduate and equivalent

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us at www.accenture.com 

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