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 more than 375,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at http://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.
- Work with the team on grey area cases and develop best review practices;
- Develop and maintain knowledge of client specific business environment;
- Develop and maintain an understanding of customer Service Level Agreements and department's/product's key performance requirements;
- Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in continuous training;
- Shares information required for the team to be successful;
- Demonstrate understanding of the client’s business needs or market and maintains high satisfaction ratings;
- Develop and maintain knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures;
- Develop best practices and provide new solutions daily tasks;
- Seek opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback;
- Build up other analysts’ skills and knowledge;
- Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases;
- Act as OTC/Collection technical and functional resource and Subject Matter Expert for team members, peers and/or clients as assigned;
- Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; provide cost estimates and execute implementation of improvements; required to direct work within clear budgetary guidelines;
- Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables;
- Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations.
- 3-5 years relevant experience;
- Previous OTC experience, preferably handling large Collection portfolios;
- Experience with accounting systems;
- Competent Microsoft Office user: Excel, Word and Power Point;
- Fluent level of English and Spanish or Portuguese (written and oral);
- Strong interpersonal and communication skills to be effective with Accenture management, team members and client;
- Ability to solve urgent matters and work under pressure;
- Ability to prioritise and schedule workload;
- Reliable, active approach striving for process improvement;
- Responsibility, accuracy;
- Team player.
- 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, My Benefit, life insurance;
- Friendly work atmosphere in multicultural environment.
