Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions - underpinned by the world’s largest delivery network - Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
Accenture Operations is one of Accenture key capabilities dedicated to work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, helpdesk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.
Local Service Manager Mobile Phones
Workplace: Praga
Nr Ref.: 00349043
Responsibilities:
- The main responsibilities of the Local Service Manager Mobile Phones are
Business responsibility for the operative service in the respective country or region covering the service processes for repair and logistics in alignment with the regional and / or central service management functions
Personnel responsibility (disciplinarily) for the local service management team.
- He* has to ensure the operative serviceability for the products sold to the respective markets by the client for the complete service value chain in co-operation with external service partners including
Design (together with the central network optimization team), implementation and maintenance of an efficient and reliable logistics setup.
- The management of the external partners includes their training and further development towards performance and cost excellence.
- He is authorized to make the appropriate decisions within the frame as agreed upon with the client. Arrangements and agreements with significant deviations from the agreed overall concept and budget have to be approved by the Accenture project lead and / or the client.
- He has to plan and control the local service activities regarding performance and costs (incl. swap pool inventory) based on the SLA's as agreed upon with the client and using the respective tools.
He bases his work on the input from the central controlling hub (claim validation results, performance & cost reporting, KPIs & benchmarking results) and focuses mainly on regular virtual or on-site review meetings as well as the definition, implementation and tracking of improvement measures related to the logistics and repair partners. - The Local Service Manager has to ensure a customer satisfaction meeting or exceeding the expectations of the client always in alignment with a best-in-class cost position.
- He is responsible for the B2B and B2C day-to-day business in terms of solving operational problems and handling escalations coming from consumers, dealers, distributors and the client.
- He has to contribute proactively to the client's and / or Accenture's productivity program by deriving, implementing and controlling productivity measures in his region.
- Upon request he will act as a project manager for regional and / or global service projects and / or participate in them.
* The male form "he" stands for both female and male applicants and
has been chosen for the better readability of the job description only.
Qualifications:
- 5+ years of experience in customer service, ideally for consumer electronics devices
- 3+ years of experience in a managing position, ideally with personnel responsibility
- Advanced technical knowledge regarding consumer electronics with focus on mobile phones
- Advanced project management experience
- Analytical skills
- Intercultural experience
- Great stamina and a great sense of responsibility
- Initiative & flexibility (travel)
- Loyal
- Structured and target-oriented way of working
- Leadership experience
- Very good presentation skills
- Language skills
- English: fluent
- Local language: not required by client; certain local language skill will be an advantage
We offer:
- The ability to use your knowledge of foreign language on a daily basis at work (we serve our Clients in almost 30 foreign languages)
- Experience with a range of Clients and technology solutions which provides professional relevance
- Operating according to Lean Six Sigma philosophy
- Collaborating and learning from diverse and talented colleagues helps you “raise your game”
- Trainings and development tailored to help you achieve your potential
- New Joiners Programme including trainings
- Opportunity to engage in Corporate Social Responsibility initiatives
- We also think about your social life, at Accenture you will be able to take part in different initiatives like Book Club, International Cuisine Club, Accenture Runners Club, family events, cultural meetings, photography classes, climbing, soccer, swimming and many others
- Social benefit packages including: private medical care, Sodexo vouchers, Benefit sport club cards, life insurance
- Friendly work atmosphere in multicultural environment
