Delivery Operations Associate Manager-Messaging

Accenture; Hyderabad; On-site; INR 1,400,000 - 1,900,000; Full time

Job summary

Accenture in Hyderabad is seeking a Delivery Operations Associate Manager for Next Generation Customer Operations - Service Desk Non-Voice Support. You will align with our Customer Support vertical to manage inquiries, resolve complaints within SLA, and ensure high-quality service delivery.

The role requires 10–14 years of experience, a bachelor’s degree, and night shifts to support US regions. Strong problem-solving and communication skills are essential for success.

Qualifications

• Experience managing 150+ HC operations.
• Strong stakeholder and change management abilities.
• Lean Six Sigma/Project management exposure.

Responsibilities

• Resolve customer queries and escalations within SLA.
• Close faults and complaints within defined SLAs.
• Lead medium-sized teams and projects when needed.
• Work in rotational shifts as required.

Skills

Stakeholder Management

Change Management

Lean Six Sigma

Education

Any Graduation

Job description

Skill required:

Next Generation Customer Operations - Service Desk Non-Voice Support

Designation:

Delivery Operations Associate Manager

Qualifications:

Any Graduation

Years of Experience:

10 to 14 years

Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Songall powered by the worlds largest network of Advanced Technology and

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.

We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework!

Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.

What are we looking for

• Experience managing 150+ HC operations
• Stakeholder Management
• Change Management experience
• Experience working on Lean Six Sigma/Project management methodologies

Roles and Responsibilities:

In this role you are required to do analysis and solving of moderately complex problems

Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures

The person requires understanding of the strategic direction set by senior management as it relates to team goals

Primary upward interaction is with direct supervisor or team leads

Generally interacts with peers and/or management levels at a client and/or within Accenture

The person should require minimal guidance when determining methods and procedures on new assignments

Decisions often impact the team in which they reside and occasionally impact other teams

Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture

Please note that this role may require you to work in rotational shifts

Qualification

Any Graduation