Delivery Operations Associate Manager - Voice

Accenture PLC; Mumbai City; On-site; INR 2,800,000 - 4,500,000; Full time

Job summary

Accenture is seeking a Delivery Operations Associate Manager in Mumbai to lead end-to-end customer operations across multiple channels, ensuring SLA adherence, quality, and customer satisfaction. The role demands strong leadership, stakeholder engagement, and change management in a complex BPMS/shared services setting.

You will drive performance, coach Team Leaders, manage capacity and risks, and partner with Workforce Management to optimize staffing.

Qualifications

• Experience in managing multi-team customer operations or contact center delivery.
• Omnichannel support across Voice, Email, Chat, Social Media.
• Strong leadership with coaching and succession planning.
• Deep understanding of contact centre metrics, SLA/KPI, QA and cost-to-serve drivers.

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.

Skills

Omnichannel - Customer Service

People leadership

Stakeholder management

Change management

Performance management

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.