Delivery Operations Associate Manager - Voice

8102 ASOL-Mumbai STPI Company; Mumbai; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Accenture plc in Mumbai leads a multi-channel customer operations function, delivering end-to-end service across Voice, Email, Chat, Chatbot and Social Media. The role emphasizes people leadership, governance and managing complex escalations to meet service levels and quality standards.

The Delivery Operations Associate Manager will mentor Team Leaders, oversee performance metrics, and drive continuous improvement across regional client operations.

Qualifications

• Graduation is required.
• 10–14 years of experience in customer operations.
• Experience in multi-team operations or contact center delivery in a complex BPMS/shared services environment.
• Strong omni-channel experience across Voice, Email, Chat, Chatbot and Social Media.

Responsibilities

• Own end-to-end service delivery across multiple customer operations teams, including SLA/KPI/quality.
• Oversee omni-channel operations across Voice, Email, Chat, Chatbot, Social Media to ensure consistent experience.
• Lead, coach and develop Team Leaders and senior operational staff.
• Manage escalation governance for complex customer issues and operational risk.
• Maintain knowledge of supported businesses, processes and dependencies.

Skills

Omnichannel

Customer Service

Delivery Operations

People Leadership

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 Operations Associate Manager role supports a large global client through Accenture s Customer Operations function and is responsible for end-to-end operational delivery across multiple customer service teams supporting business functions across the region. The Customer Operations Associate Manager is accountable for service performance, people leadership, operational governance, capacity alignment, risk management, stakeholder engagement and change implementation. The role operates within a complex omni channel environment that may include Voice, Email, Chat, Chatbot and Social Media support for external customers, internal customers, consumers and business partners. The role ensures activities are delivered in a controlled timely and accurate manner and in line with customer expectations, service level agreements, quality standards and organisational policies.

What are we looking for?

• Strong experience managing multi team Customer Operations or contact center delivery in a complex BPMS or shared services environment.
• Deep customer service experience and omni channel capability across Voice, Email, Chat, Chatbot, Social Media and digital support channels.
• Proven capability in leading and developing Team Leaders, managing performance and building succession and talent pipelines.
• Advanced understanding of contact centre metrics, queue management, workforce management, SLA KPI, QA productivity and cost to serve drivers.
• Self-motivated resilient and adaptable leadership style with a strong customer orientation and an open approachable manner.
• Proven ability to influence stakeholders lead change and bring leaders and teams through the change journey.
• Strong understanding of customer needs and behaviours with the ability to manage expectations and complex escalations in challenging environments.
• Heightened stakeholder management capability and the ability to build effective relationships with business partners support functions and external providers.

Roles and Responsibilities:

• Own end-to-end service-delivery outcomes across multiple customer operations teams, including SLA, KPI, quality, productivity, customer-satisfaction and resolution performance.
• Ensure safe, stable and controlled operations, with activities completed accurately, on time and in line with customer expectations, approved processes and control requirements.
• Oversee omni-channel operations across Voice, Email, Chat, Chatbot, Social Media and other approved support channels, ensuring consistent customer experience and operational standards.
• Lead, coach and develop Team Leaders and senior operational staff, ensuring effective one-to-ones, performance management, career development, succession planning and capability building.
• Create a collaborative environment that promotes accountability, continuous improvement, knowledge sharing and a growth mindset.
• Manage delivery deadlines, queue health, capacity, staffing alignment, workload optimisation and workforce risks in partnership with Workforce Management and operational support teams.
• Develop, agree, monitor and communicate performance indicators aligned to service-level agreements and business objectives.
• Own escalation governance for complex customer issues, claims, service disruptions and high-impact operational risks, ensuring effective diagnosis, timely resolution and clear stakeholder communication.
• Maintain strong knowledge of the supported businesses, customer processes, internal procedures, systems and operational dependencies.
• Act as the senior operational point of accountability for projects and change requests, assessing customer, process, control, technology, workforce and resourcing impacts.
• Lead change implementation and adoption, minimising disruption to service quality, customer experience and operational performance.

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 at www.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. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join a great place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture