Delivery Operations Associate Manager-Messaging

Accenture Infrastructure and Capital Projects, LLC; Pune District; On-site; INR 2,500,000 - 3,500,000; Full time

Job summary

Accenture is seeking a Delivery Operations Associate Manager to lead end-to-end customer service delivery for a large global energy client. You will manage multiple teams in a BPMS environment, ensure SLA/KPI adherence, and drive continuous improvement while aligning with client contracts and Accenture standards.

The role requires strong leadership, English fluency, and a proven track record in complex operational delivery across time zones.

Qualifications

• Strong experience in 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 handling complex escalations, service risks, and delivery dependencies.

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 with Workforce Management.
• Managing end-to-end escalation governance and high-impact customer or client escalations.
• Driving performance management, including trend analysis and corrective actions.
• Partnering with Quality, Training, SMEs, and Support Functions to improve capability and resolution.
• Leading continuous improvement initiatives and productivity uplift.
• Supporting transition, stabilization, and change initiatives within contracted scope.

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: As a Customer Service Associate Manager, you will provide operational leadership and delivery governance across a portfolio of Customer Service Teams, typically through direct management of Senior Team Leaders and/or Team Leaders. You will be responsible for: 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.

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.