Delivery Operations Associate Manager-Messaging

Accenture in India; Hyderabad; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Accenture is hiring for the Delivery Operations Associate Manager role in Hyderabad. You will manage/resolve customer queries, handle escalations and complaints within SLA, and contribute to a seamless employee and customer experience within the Next Generation Customer Operations framework.

The role requires 10–14 years of experience in customer operations, with a focus on non-voice support, stakeholder management, and change management. Night shifts in IST may be required.

Qualifications

• Experience in Next Generation Customer Operations - Service Desk Non-Voice Support.
• Strong communication and customer service orientation.
• Night shift availability as per IST.

Responsibilities

• Analyze and solve moderately complex problems.
• Develop new solutions or adapt existing methods.
• Coordinate with senior management to align team goals.
• Interact with clients and Accenture teams at various levels.
• Guide medium-small teams on client or internal projects.
• Possibility of rotational shifts.

Skills

Non-voice support

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

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?

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