service Delivery ops managerAccenture Thailand

Job Description
Job Description:
o Oversee 270 FTEs
o With RTR or OTC domain expertise.
o Global scale Ops Management experience
o Strong communication, project management, stakeholder management skills.
. Manages whole Global Intercompany process
. Supports high quality work through a positive environment
. Monitors efficiency of Intercompany team with a focus on improvement
. Ensures site meets performance objectives
. Responsible for Intercompany financials including expenses, labor and facility costs
. Maintains agreed service levels for Intercompany process
. Produces site scorecard metrics as needed by Client and Accenture leadership
. Front line contact for Client operations for questions or issues surrounding service levels specific to Intercompany process
. Identifies additional non-client specific training for staff to enhance skill sets among all levels
. Remains current on risk management/insurance trends, client initiatives and other necessary topics
. Assists in the creation of Performance Improvement Plans (PIPs) for staff not meeting expected production or quality targets
. Creates incentive programs and performance awards
. Proactively identifies and initiates processes that will improve client perception.
. Serves as a mentor and role model for all unit employees
. Coaches Intercompany team acclimate to Accenture culture and methodologies
. Shares ideas freely and openly to build a collaborative unit
. Creates a Great Place to Work environment
. Performs and/or manages special projects as approved for the client, under the direction of the Unit Lead
Job Qualifications:
Bachelor's degree
Minimum 10 years experience and increasing responsibility in a leadership role focused in the area of business process outsourcing
Must have RTR and/or OTC experience
5+ years of quantitative and conceptual problem-solving experience (equivalent to service delivery operations)
Strong oral and written communication skills supporting a required ability to articulate clear ideas and strategies
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.