Accenture is a global management consulting, technology services and outsourcing company, with more than 336,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$30.0 billion for the fiscal year ended Aug. 31, 2014. Its home page is 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.
Operational Account Manager
Workplace: Warszawa
Nr Ref.: 00313069
Job Description:
Overall purpose of job
The Operations account manager works closely with the Regional Operations Managers and other operations team in Warsaw to ensure excellent levels of services are delivered to our customers and sales teams. Acting as the "voice of the customer" within operations, the operations account manager is recognized as the end to end expert in all customer operations related activities.
Main Responsibilities/Accountabilities
Responsibilities include but may not be restricted to:
- Collaborating with Regional Operations Manager in country to deliver best in class service to Customers and Sales Team
- Creating and managing 'virtual account teams' between the sales teams and operations team in all DC locations
- Managing issue resolution with customers including co-ordination and closure of short term and long term corrective actions
- Delivering customer training/retraining on Microsoft tools and processes
- Driving corrective action where service levels are not being met
- Monitoring order management performance
- Managing customer orders and ensuring a clean order book at all times
- Creating country specific allocation plans at a customer account level
- Ensuring solutions are developed that meet the needs of our customer needs where possible
- Identifying opportunities to reduce cost and/or improve the Customer Partner Experience (CPE)
Customer Relationship Management
- Building and maintaining relationships with key counterparts in accounts
- Acting as the second point of escalation for significant operational issues
- Ensuring timely and effective follow up on all customer issues raised in meetings
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Developing account specific action plans to follow up on Customer NSAT survey where applicable
- Completing actions assigned as part of overall Customer NSAT action plan
- Ensuring ongoing informal feedback is gathered from customers
- Monitoring customer complaints and identifying necessary actions as required
- Monitoring quality of customer support provided by Customer Service Representatives
- Acting as the end to end expert and owner of all operations related activities
- Working with the Regional Operations Manager to deliver support and knowledge to the Sales Team
- Establishing and building relationships with Account Mangers and Sales Managers
- Holding monthly conference calls and regular business reviews with subsidiaries to update them on operational performance and issues
- Understanding, analyzing / driving internal decision making on region/country specific business and service level requirements
- Managing all subsidiary escalations through to closure
- Fluent English
- Knowledge of French or German
- 2-3 years Supply chain / Logistics / Customer Support or Commercial experience
- Min 1 years experience working in a multinational environment
- Strong organizational, negotiations and influencing skills
- Excellent customer facing experience. Ability to deal with retailers and internal clients on a professional level
- Demonstrated aptitude for lateral thinking / creativity and strategy in proposing and delivering on new initiatives and proposals
- Demonstrated experience in cross group collaboration
- Demonstrated experience of actively pursuing a continuous improvement agenda
- Demonstrated experience/participation in project management
- Demonstrated experience of end to end order management (key End to end operational experience)
- 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
When applying please enclose the below statement:
"I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes and once the recruitment process is closed, I agree that Accenture Sp. z o.o. with its registered seat in Warsaw, 00-121, ul. Sienna 39 or any other entity of Accenture group places and processes my personal data in its database. I also express my consent to sending my personal data to third parties within the Accenture group pursuant to the Personal Data Protection Act of 29th August 1997 (Journal of Laws of 2002, No. 101, position 926 as amended). I submit the data voluntarily. I have been informed about the right of access to the content of my data and about the possibility of correcting them."
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.Check out all our job vacancies at our website: www.pracaaccenture.pl
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"I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes and once the recruitment process is closed, I agree that Accenture Sp. z o.o. with its registered seat in Warsaw, 00-121, ul. Sienna 39 or any other entity of Accenture group places and processes my personal data in its database. I also express my consent to sending my personal data to third parties within the Accenture group pursuant to the Personal Data Protection Act of 29th August 1997 (Journal of Laws of 2002, No. 101, position 926 as amended). I submit the data voluntarily. I have been informed about the right of access to the content of my data and about the possibility of correcting them."
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.
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