DE027128-Sales Operations Manager

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Sales Operations Manager

WORK SETUP: Return to Office

OVERALL PURPOSE:

The overall purpose of the Service Lead is to manage and develop the service operations team, the solution delivery, the contract operational and financial commitments, and plan, deliver, and execute the program.

RESPONSIBILITIES:

Manage and Develop the Service Delivery Operations team

Responsible for career management of service delivery operations staff (e.g. training, engagement, mentoring, succession planning and annual performance process)

Manage Solution Delivery

Ensure execution of delivery work across one or more service delivery operations

Drive optimization of delivery of standard solutions within area(s) of expertise

Lead service delivery strategy and execution across all locations where the services are provided [Client locations, Global Delivery Network (GDN) and non-GDN delivery centers]

Manage the "factory" to deliver agreed scope of services while achieving profitability improvements and productive gains

Ensure the feasibility of the standard solutions and delivery of the same by leveraging Accenture's full capabilities

Manage to Contract Operational and Financial Commitments

Manage and reduce costs on standard offerings, assets, technologies, licenses, facilities, subcontractors (where required)

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

Deliver efficiencies through standard processes and synergies

Implement standard service level agreement (SLA) and other financial/operational metrics

Resolve performance issues with delivery leadership

Formalize delivery plans for the service delivery operations(s) with service group delivery leadership

May develop supplier/vendor/sub-contractor strategy for service delivery operations

Participate in solution design processes

May lead or support the design of new offerings or services for industry/functional/technical areas

May review and validate specific solution configuration/deal shaping, to ensure delivery capability will achieve client expectations. Work with delivery leadership to sign-off on the solutions.

Support sales opportunities and validate expected delivery capability

May participate in the development of standard costing of new services/contracts and sign off on commitment to proposed Service Level Agreement (SLAs)

Partner with mobilization leadership to improve and execute service transition

Work with Delivery Account Management Leaders and Commercial Directors to proactively

Address performance issues across the service delivery operations, create operational approach and implement continuous improvement

Manage supply and demand, service quality and processes to meet delivery expectations

Implement the levers to consistently achieve performance targets such as Six Sigma, operational excellence, etc.

Participate in account quality review process and engage appropriately in the Accenture Quality Assurance program

Proactively improve client and customer relationships, while working with Client Account and Account Delivery Team leadership

Support the achievement of targets on contract controllable income (CCI) and cost-to-serve

OTHERS:

Project Shift Schedule: Rotation

Project Rest Day: Rotation

Project/Team Location: Cebu Filinvest Cyberzone Tower 2

SKILL AND QUALIFICATIONS:

Must have at least 12 years of experience in BPO Service Delivery with solid background in Sales

Must have at least 5-10 years of leadership experience

Experience in Telecommunications industry is an advantage