Accenture in the Philippines BPO Service Delivery Operations Senior Manager

BPO Service Delivery Operations Senior Manager | Ilocos

Accenture in the Philippines

Negotiable

现场办公 - 曼陀罗勇3-5年工作经验专科全职

职位描述

Overall purpose:

Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team.

Responsibilities:

Demonstrate strong communication, project management, and stakeholder management skills.

Manage the entire Global Intercompany process.

Support high-quality work through fostering a positive environment.

Monitor the efficiency of the Intercompany team with a focus on continuous improvement.

Ensure the site meets performance objectives.

Manage Intercompany financials, including expenses, labor, and facility costs.

Maintain agreed service levels for the Intercompany process.

Produce site scorecard metrics as needed by both Client and Accenture leadership.

Act as the front-line contact for Client operations for questions or issues surrounding service levels specific to the Intercompany process.

Identify additional non-client specific training for staff to enhance skill sets among all levels.

Stay current on risk management/insurance trends, client initiatives, and other necessary topics.

Assist in the creation of Performance Improvement Plans (PIPs) for staff not meeting expected production or quality targets.

Create incentive programs and performance awards.

Proactively identify and initiate processes that will improve client perception.

Serve as a mentor and role model for all unit employees.

Coach the Intercompany team to acclimate to Accenture culture and methodologies.

Share ideas freely and openly to build a collaborative unit.

Create a "Great Place to Work" environment.

Perform and/or manage special projects as approved for the client, under the direction of the Unit Lead.

Manage high-level escalations and mobilize appropriate resources.

Support sales opportunities, ensuring the feasibility of the proposed solutions and their delivery by leveraging Accenture’s full capabilities.

Improve client and customer relationships by working with Client Account and Account Management Team leadership.

Plan, deliver, and execute projects and programs, ensuring successful execution across one or more clients or portfolios.

Lead the service delivery strategy across all locations where services are provided (e.g., client-site, delivery center).

Address performance issues across client(s)/portfolio(s), creating the operational approach and implementing continuous improvement.

Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s).

Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies.

Manage recruiting, staffing, people engagement, pyramid, mix, utilization, cost-to-serve, and capacity of service delivery staff to optimize the balance between cost and delivery targets.

Ability to manage high-level escalations.

Ability to seek revenue and sales opportunities.

JOB QUALIFICATIONS:

At least 12 years' experience in business process outsourcing (BPO)

Must have at least 10 years of experience in leadership role

Proven experience in Voice, Email, and Chat BPO operations

Experience in TELCO and sales is an advantage

Strong oral and written communication skills, with the ability to articulate clear ideas and strategies effectively.