workplace service Delivery ges managerAccenture Thailand

Job Description
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.
. 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.
Qualifications:
Skills and Experience:
. Graduate or equivalent. 10-15 years experience
in shared service / processing experience or
workforce management or related domains
. Knowledge of space utilization and facilities
management.
. 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
. Excellent communication skills and ability to lead
conversations with stakeholders.
. Experience working in workplace related tools or
process is an added advantage.
. Working with multiple teams leads and/ or
different functions and is responsible for creating
an inclusive working environment for all of the
team members.
Please provide the skill name from
WD skills inventory
. 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
goals.
. Primary upward interaction is with senior
management. Generally, interacts with peers
and/or management levels within Accenture.
. Requires minimal guidance when determining
methods and procedures on new assignments.
Decisions often impact the team in which they reside and
occasionally impact other teams.
Optional Skills
. Operations Management
. Customer Service
. Performance Management
. Escalations Management
. Analytical Skills
. Presentation Skills
. Workplace Services Management
. Presentation Skills/Storytelling Skills
. Stakeholder Managemeny
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.