Job expirat
• Is accountable for ongoing management of effective client service relationship in one area of the business, by acting as main point of contact for senior client
• Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team
• Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately
• Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
• Make decisions about the day-to-day operation of the team, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime
• Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from direct manager.
• Perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency
• Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases
• Prepare, analyze and interpret complex reports/information and formulate conclusions
• Ensure that all of the client responsibilities occur in accordance with the Statement of Work and Service Level Agreement with client(s)
• Find improvement ideas based on Customer Satisfaction surveys
• 5 years professional experience (minimum 3 years managerial experience);
• Previous experience in business process area e.g. HR, Billing, Payments, Collections, preferably in an operations environment.
• Advanced written and verbal communication skills in English (C1) and Spanish (nice to have); manages internal and external/client communications with individuals at all levels.
• Demonstrated expertise in process area
• Coaching/mentoring skills
• Demonstrated issue management/problem solving skills
• Discretion, professionalism, confidentiality and judgment.
• Strong customer service skills
• Strong organization skills, attention to detail and follow through to resolve any outstanding issues
• Strong time management skills
• Ability to develop /analyze/interpret data, rationale for alternative solutions to problems and take appropriate action
• Ability & interest in training other team members
• Ability to implement business solutions addressing specific needs of functional area or process, by researching Best Practices
• Ability to set and strive to achieve specific, measurable, and challenging goals
• Ability to motivate and develop people with a variety of development goals with minimal assistance from direct manager.
• Ability to anticipate and identify emerging issues and act upon those that may affect areas of responsibility and affect other teams.
• Advanced knowledge of company standard software. E.g. email, Internet Explorer, Microsoft Office Package
• Operations Management
• Project Management
• Cost Management
• Operational Excellence
• Service Performance Management and Metrics
• Client Relationship Management
Bring your talent and passion to Accenture – sharpen your skills, build an extraordinary career and play a key role in creating solutions that transform organizations and communities around the world.
We are a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.
We work at the intersection of business and technology to help clients improve their performance and create sustainable value. With more than 358,000 people serving clients in more than 120 countries, we drive innovation to improve the way the world works and lives.
We focus equally on employees’ development by creating a culture of excellence and offering extensive training programs that support professional growth.
To find more about Accenture and how you can use and improve your skills visit our careers website http://accenture.ro/cariere and like our Facebook pages https://www.facebook.com/accentureinromania and https://www.facebook.com/Accenture.Industrial.Software.Solutions.Romania.
