Service Delivery Ops Lead Manager

Job Description:

o                Oversee ~270 FTEs

o                With 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