Delivery Operations Associate Manager-Messaging

Accenture in India; Maharashtra; On-site; INR 2,800,000 - 5,000,000; Full time

Job summary

Accenture in India is seeking an experienced Delivery Operations Associate Manager to lead end-to-end customer service delivery across multiple teams in a BPMS-enabled environment. You will be accountable for service performance, people leadership, capacity alignment, risk management, and continuous improvement, ensuring adherence to client contracts and Accenture delivery standards.

The role requires 10–14 years of experience in customer operations, strong analytical skills, and proven

Qualifications

• Any graduation is required for this role.
• Strong background in omnichannel customer service delivery.

Responsibilities

• Owning end-to-end delivery outcomes across multiple teams, including SLA, KPI, quality, productivity, and customer satisfaction performance.
• Leading and developing Team Leaders, ensuring effective people management, coaching, and succession planning.
• Ensuring stable and compliant service delivery, proactively managing operational risks and dependencies.
• Overseeing capacity planning, staffing alignment, and workload optimization in collaboration with Workforce Management.
• Managing end-to-end escalation governance, including high-impact customer, operational, or client escalations.
• Driving performance management discipline, including review of trends, root-cause analysis, and corrective action plans.
• Partnering with Quality, Training, SMEs, and Support Functions to improve capability, quality, and resolution effectiveness.
• Leading continuous improvement initiatives, including defect reduction, process standardization, and productivity uplift.
• Supporting financial and commercial discipline, including cost awareness, utilization efficiency, and delivery within contracted scope.
• Preparing and presenting delivery performance updates, insights, and risks to Operations and Delivery leadership.
• Supporting transition, stabilization, and change initiatives, including scope expansion, process changes, and system enhancements.
• Driving employee engagement, retention, and capability development within the delivery organization.

Skills

Omnichannel - Customer Service

Education

Any Graduation

Job description

Skill required: Omnichannel - Customer Service

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?

The Customer Service Associate Manager role supports a large, global client in the energy sector, delivered through Accenture’s BPMS / Customer Operations function. The role operates within a complex, multi-channel customer service environment, supporting both B2B and B2C service lines. The Associate Manager is accountable for end-to-end operational delivery across multiple teams, with responsibility for service performance, people leadership, capacity alignment, risk management, and continuous improvement, in line with client contractual requirements and Accenture delivery standards. Client identity and data are managed in strict accordance with Accenture confidentiality and information security policies.

What are we looking for?

• Strong experience managing multi-team Customer Operations delivery in a BPMS environment
• Advanced understanding of SLA, KPI, QA, productivity, and cost-to-serve drivers
• Proven capability in leading Team Leaders and senior operational roles
• Experience managing complex escalations, service risks, and delivery dependencies
• Strong analytical skills with the ability to convert data into actionable performance insights
• Demonstrated experience in continuous improvement and service stabilization
• Effective stakeholder-management and communication skills
• Structured, resilient leadership style with strong delivery orientation
• Working knowledge of CRM platforms, case management systems, and performance dashboards
• Fluent proficiency in English (spoken and written) for leadership communication, escalation handling, and reporting
• Additional language requirements may apply depending on client scope and supported markets
• Role operates within client-defined service windows
• Flexibility required for: Extended coverage during peak periods or incidents
• Leadership support across time zones
• Business continuity and client-driven operational needs
• Ability to operate effectively within a shift-based, client-aligned delivery model is essential.

Roles and Responsibilities:

• Owning end-to-end delivery outcomes across multiple teams, including SLA, KPI, quality, productivity, and customer satisfaction performance
• Leading and developing Team Leaders, ensuring effective people management, coaching, and succession planning
• Ensuring stable and compliant service delivery, proactively managing operational risks and dependencies
• Overseeing capacity planning, staffing alignment, and workload optimization in collaboration with Workforce Management
• Managing end-to-end escalation governance, including high-impact customer, operational, or client escalations
• Driving performance management discipline, including review of trends, root-cause analysis, and corrective action plans
• Partnering with Quality, Training, SMEs, and Support Functions to improve capability, quality, and resolution effectiveness
• Leading continuous improvement initiatives, including defect reduction, process standardization, and productivity uplift
• Supporting financial and commercial discipline, including cost awareness, utilization efficiency, and delivery within contracted scope
• Preparing and presenting delivery performance updates, insights, and risks to Operations and Delivery leadership
• Supporting transition, stabilization, and change initiatives, including scope expansion, process changes, and system enhancements
• Driving employee engagement, retention, and capability development within the delivery organization

This role carries direct people-management responsibility and acts as a key delivery leadership layer, bridging operational execution and management governance.