Service Delivery Operations Associate Manager

Job Description

Operations Associate Manager for Voice Account

• Makes independent decisions in coordination with the Project Lead, which have major day-to-day impact in area of responsibility, and may influence direction of other areas. Accountable for results of work to both Accenture and client.

• Responsible for fulfillment of contractual obligations/completion of deliverables within own area of responsibility.

• Responsible for communication of strategy, initiatives, local plans and performance metrics across own area of responsibility.

• Works with the Ops Manager in reviewing performance against financial parameters, and monitors and reports on budgetary aspects within own area. May have significant input to budget setting/financial proposals and reviews.

• Initiates and promotes continuous improvement programs across sphere of influence

Job Qualifications

• Minimum of 7 years BPO professional experience with 5 years Supervisory position

• Strong planning skills; able to manage multiple priorities and tasks.

• Results-focused/oriented: pursues opportunities and solutions despite repeated obstacles and adopts ways to do tasks faster or with fewer resources.

• Strong problem-solving and analytical skills: capable of inductive thinking, and applies lessons learned in the past to current situations and issues.

• Managing measured productivity of team.

• Experience managing productivity-driven operation.

• General knowledge of human resources policies and procedures.

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