* Job Description • 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.
* Job Qualifications 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
* Worker Sub-Type Regular
* Time Type FT
* Primary Location India – Bangalore
Additional Locations -
* Work Shift Must be flexible to support US and Europe working hours.
Ability to work effectively in a virtual and global environment
Required Skills
Can be found in Workday
• 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.
• 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 Management
Education Graduate with 10-15+ years of work experience
7-8 years of relevant experience working in workplace related tools or process
Language English
Certifications Customer Services / Workplace Services Management certifications
Work Experience 7-8 years of relevant experience working in workplace related tools or process
* Experience Level Graduate with 10-15+ years of work experience
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.
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