Job Description

Skill required:

Next Generation Customer Operations - Knowledge Management Administrative Process Design

Designation:

Delivery Lead Manager

Qualifications:

Any Graduation

Years of Experience:

13 to 18 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song-- all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market. A process to design, build and configure applications to meet business process and application requirements.

What are we looking for

oWritten and verbal communication oDetail orientation o Graduate and/or Post - Graduate in any stream from recognized University. o Experience in Outsourcing Operations, preferably in Helpdesk Operations. o Understanding and expert knowledge of Business Excellence, its methodology and functionality with a keen interest in and familiarity with technical systems. oCritical Thinking oProblem Management o Strong product knowledge o Strong deductive reasoning, analytical, and problem solving skills. o Excellent communication skills and ability to effectively communicate with various groups in Client team and within the organization. o Understanding of entire NGCO products and offering.

Roles and Responsibilities:

oIn this role you are required to identify and assess complex problems for area of responsibility o The person would create solutions in situations in which analysis requires an in-depth evaluation of variable factors o Requires adherence to strategic direction set by senior management when establishing near-term goals o Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach o Some latitude in decision-making in involved o you will act independently to determine methods and procedures on new assignments o Decisions individual at this role makes have a major day to day impact on area of responsibility o The person manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture o Please note that this role may require you to work in rotational shifts o Work within and outside documented processes where appropriate applying judgment-based services that deliver client value o Provide functional expertise for key processes, products and solutions o Drive analytical efforts in areas specific to business function and industry focus o Design distribution network o Demand forecasting o Develop strategic business insights and recommendations for improvements to business functions o Provide next generation recommendations for process improvements to drive efficiency and cost savings o Gather business intelligence for decision making o Utilize analytical /statistical tools to develop business data insights o Leverage extensive knowledge of one functional/ business area, in a manner that provides business value to own project o Work closely with the support function teams to ensure continuous enhancement in quality of service delivery to the clients via automation and artificial intelligence.




Any Graduation