Customer Operations Manager - Mobilization and Service Delivery

Accenture India Private Limited; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Accenture India Private Limited in Bengaluru is seeking a Mobilization Associate Manager with 10-14 years of experience to lead and manage customer operations across service functions, drive service delivery excellence, and oversee workforce planning and governance.

You will champion process improvements, SLA and KPI performance, and coordination with cross-functional teams for seamless transitions and scalable operations.

Qualifications

• Primary Skill - Customer Service Operations - P3
• Secondary Skill - Contact Center Operations - P3
• Experience managing large scale customer operations
• Strong knowledge of SLA management, workforce planning, service delivery, and operational governance
• Experience leading transformation, automation, and continuous improvement initiatives
• Strong stakeholder management, people leadership, and analytical skills

Responsibilities

• Lead and manage customer service, contact center, back office and shared services operations to achieve objectives.
• Drive SLA, KPI, quality, productivity, CSAT, and customer experience performance across delivery teams.
• Manage workforce planning, capacity management, scheduling, and governance activities.
• Lead process improvement, automation, and transformation initiatives to improve efficiency and service quality.
• Oversee onboarding, issue resolution, escalation management and service delivery processes.
• Develop and maintain operational dashboards, reporting and performance reviews for leadership.

Skills

Customer Service Operations

Contact Center Operations

SLA management

Workforce planning

Stakeholder management

People leadership

Analytical skills

Process transformation

Education

Any Graduation

Job description

Mobilization Associate Manager Skill required: NA - Project Management Office (PMO) Mobilization & Run Designation: Mobilization Associate Manager Qualifications: Any Graduation Years of Experience: 10 to 14 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 784,000 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?

• Lead and manage customer operations across customer service, contact center, sales support, back office and shared services functions. Drive service delivery excellence, customer experience, workforce management, operational governance, process transformation and continuous improvement to achieve business, quality, productivity and customer satisfaction objectives.
• Lead and manage customer operations across customer service, contact center, sales support, back-office, and shared services functions. Drive service delivery excellence, customer experience, workforce management, operational governance, process transformation, and continuous improvement to achieve business, quality, productivity, and customer satisfaction objectives.
• Manage customer service, contact center, back-office, and shared services operations.
• Apply operational excellence, process improvement, and customer experience methodologies.
• Drive SLA, KPI, CSAT, NPS, quality, and productivity performance.
• Lead stakeholder management, workforce planning, governance, and transformation initiatives.

What are we looking for?

• Primary Skill - Customer Service Operations - P3
• Secondary Skill - Contact Center Operations - P3
• Experience managing large scale customer operations and shared services environments.
• Strong knowledge of SLA management, workforce planning, service delivery, and operational governance.
• Experience leading transformation, automation, and continuous improvement initiatives.
• Strong stakeholder management, people leadership, and analytical skills.

Roles and Responsibilities:

• ead customer service, contact center, back office, and shared services operations to achieve business and operational objectives.
• Drive SLA, KPI, quality, productivity, CSAT, and customer experience performance across delivery teams.
• Manage workforce planning, capacity management, scheduling, utilization, and operational governance activities.
• Lead process improvement, automation, and transformation initiatives to improve efficiency and service quality.
• Oversee customer onboarding, issue resolution, escalation management, and service delivery processes.
• Develop and maintain operational dashboards, reporting, and performance reviews for leadership stakeholders.
• Collaborate with cross functional teams to ensure seamless delivery and continuous improvement.
• Build, coach, and develop high performing teams while fostering a culture of accountability and customer focus.
• Manage risks, issues, dependencies, and compliance requirements within the operational environment.
• Support transition, knowledge transfer, and operational readiness activities for new services and processes.