Accenture is a global management consulting, technology services and outsourcing company, with approximately 305,000 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 billion for the fiscal year ended Aug. 31, 2014. Its home page is http://www.accenture.com/.
Accenture Operations is a dedicated team of people who 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.
Operations Delivery Leader
Workplace: Kraków
Nr Ref.: 00309175
Job Description:
Role Summary
Client facing role working with a small team of customer service professionals. You are responsible and own the delivery of service and service metrics to client as per contractual agreement, while managing all aspects of the team’s strategy, forecasting and delivery of execution excellence. You will be required to work on agent workflows, training and quality as the service embeds and grows. People management, motivation, engagement and accountability are a key function of this role.
Team Summary
You will work on a very exciting platform which showcases exhibits and collections from museums and archives all around the world. Allowing users to explore cultural treasures in extraordinary detail, from hidden gems to masterpieces Our team is all about focusing on the user and the content in the product. You will contribute to the success of the product by optimizing content to be viewed
Key responsibilities:
- Responsibility for maintaining and developing key client relationships
- Responsibility and ownership for the delivery of service and service metrics to client for EMEA region
- Responsible for supporting quality programs
- Drive continuous improvement
- Responsibility for meeting the obligations established within the contract
- Responsibility for assessing and implementing change, strategic directions
- Ensure process documentation complete and robust
- Coaching, developing and managing team members
- Ownership of serious issue resolution and escalation management
- Allocating resources and responsibilities across the team to deliver business results and develop team members
- Responsibility for team members’ formal evaluation processes including career development, salary review and performance management
- Work on agent workflows as the service is embedding
- Extensive experience of leading and managing teams in operations environment (minimum of 4 years management experience)
- Experience in a client-facing environment
- Proven ability to work independently and as a team member
- Strong organisational, multi-tasking, and time-management skills
- Strong Communication skills
- Excellent negotiation, influence, mediation and conflict management skills
- Excellent business acumen
- Change Management experience
- Ability to work in a process-driven high demand environment
- Service focused with ability to meet targets on a continuing basis
- Ability to be flexible and work analytically in a problem-solving environment
- Excellent communication (written and oral) and interpersonal skills
- Strong supervisory, coaching and project management skills
- Proven customer care experience
- Ability to manage multiple simultaneous activities across different business activities.
- Delivery focus
- Proven focus on Continuous improvement
- Flexible individual, at the beginning of service to work on agent workflows
- Fluent English
Desirable:
- Keen interest in culture, art and history
- Educational background in the above
- Experience of working with external clients
- Location: Cracow
- Opportunity to work for the most recognized brands in the world
- Attractive salary
- Online and classroom trainings (CIMA training /certificate for qualified employees)
- Notable discount for the language courses (incl. you and your family members)
- Social benefit packages including: private medical care, Sodexo vouchers, Benefit sport club cards, life insurance, professional photo classes
- Open communication among all employees and across the teams
- Ongoing mentoring and support not only during the induction period
- Friendly work atmosphere and chill-out spaces for chats
- Accelerate runners club and the participation in various employee initiatives
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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