Mobilization Manager

Accenture in India; Navi Mumbai; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

Accenture is seeking a Mobilization Manager to lead PMO mobilization and run for Customer Operations in India. The role involves overseeing end-to-end delivery across customer service, contact center, sales operations, back office and CX, while driving SLA/KPI performance and governance.

Candidates should have 13 to 18 years of experience in customer operations, with a strong track record in leadership, transition management and digital transformation initiatives within global delivery

Qualifications

• 13 to 18 years of experience in customer operations and PMO programs.
• Any Graduation is acceptable for the role.
• Designation: Mobilization Manager; focus on mobilization and run activities.

Responsibilities

• Lead end-to-end customer operations delivery across multiple functions including customer service, contact center, sales operations, back office and CX.
• Drive SLA, KPI performance, workforce management, process excellence, governance and stakeholder management.
• Lead transition, transformation and process improvement initiatives and drive automation and digital transformation programs.
• Manage workforce planning, risk management and escalation resolution while ensuring compliance and quality.

Skills

PMO Mobilization

Customer Operations

Leadership

Education

Any Graduation

Job description

Skill required: NA - Project Management Office (PMO) Mobilization & Run

Designation: Mobilization Manager

Qualifications:Any Graduation

Years of Experience:13 to 18 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?

• Customer Operations delivers end-to-end customer service, contact center, sales operations, back-office, customer experience (CX), and shared services solutions for global clients. The offering focuses on operational excellence, digital transformation, workforce optimization, SLA governance, process improvement, and AI-enabled service delivery to drive business outcomes and enhance customer experience
• Lead customer operations delivery across customer service, contact center, sales operations, back office, customer experience and shared services. Drive SLA and KPI performance, workforce management, process excellence, client governance, transition support, automation and continuous improvement while ensuring operational efficiency, service quality, compliance and customer satisfaction.
• Strong experience in customer service, contact center operations, sales operations, back office operations, customer experience, workforce management, stakeholder management, SLA and KPI governance, process improvement, transition management, project management, reporting, automation, analytics, operational excellence, risk management, team leadership and client relationship management. What are we looking for?
• Experienced Customer Operations professional with strong expertise in customer service, contact center, sales operations, back office operations, customer experience, stakeholder management, workforce planning, SLA and KPI management, process improvement, transition and transformation programs. Proven ability to lead global teams, drive operational excellence, manage client relationships, and deliver business outcomes in a fast paced environment. Roles and Responsibilities:
• Lead end to end customer operations delivery across customer service, contact center, sales operations, back office and customer experience functions.
• Drive achievement of SLA, KPI, quality, productivity and customer satisfaction targets.
• Manage client relationships, governance reviews, operational performance and business outcomes.
• Lead transition, transformation and process improvement initiatives.
• Drive automation, analytics and digital transformation programs.
• Manage workforce planning, resource utilization, risk management and escalation resolution.
• Ensure compliance with operational controls, policies and regulatory requirements.
• Lead and develop high performing teams across global delivery locations.
• Collaborate with internal and external stakeholders to deliver operational excellence and continuous improvement.
• Support solutioning, due diligence, process migrations and go live readiness activities.