Service Delivery Ops Senior Manager

Job Description:

• 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