OTC Operations Lead – Client Service & Improvement

Accenture Southeast Asia; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

Accenture Southeast Asia in Kuala Lumpur seeks an Operations Lead to supervise daily OTC operations, manage SLA targets, and ensure client satisfaction for management and end-users. The role drives Change Requests, builds team succession, and delivers a holistic view of service delivery while serving as the escalation channel for service issues.

You will collaborate with OE support and SDL teams, oversee cost controls, and lead continuous improvement initiatives, with emphasis on strong client

Qualifications

• Degree in Accounting with at least 1 year of relevant experience.
• Fluent Japanese and English skills including business writing and communication.
• Familiar with F&A outsourcing operation.
• Rich client facing experience with good client communication.
• High responsibility and dedication to work.
• Overtime may be required during peak periods.
• Non-standard hours may be required.

Responsibilities

• Supervise the daily operation on OTC process
• Daily operational performance management and meet targets including Service Level Agreements with client
• Achieve client’s Service Satisfaction at the level of client’s management and also end-users
• Facilitate the operational Change Request (CR) process
• Build team succession and make it effectively
• Provide a holistic view of service delivery to the client
• Act as a clear escalation route to the client for service related issues and facilitate resolution of issues
• Support Ad Hoc contractual projects for the client in line with the nominated project team
• Initiate and own continuous improvement projects within area of his/her responsibility
• Ensure compliance of the dedicated unit to Accenture policies and procedures applicable for the dedicated unit
• Work with OE support team
• Sound Operations management experience (including SLA management)
• Basic contractual / change management knowledge
• Client interaction skill
• Experience in managing unstructured problems
• Problems within this role are typically service related for the client. Problems can occur on a daily basis and can range from small client requests through to large service issues.
• For contractual problems – working closely with SDL to ensure gaps are identified and closed with client agreement.
• Attendance to meeting and reviews based on defined MOS system
• Support SDL achieve the cost control within budget
• Facilitate on the hiring, development, coaching and performance management process of staff in dedicated unit
• People developer, build up team succession and keep the delivery continuously
• Client communication, build up the relation and expectation management
• Innovation at work, and focus on client value creation
• Take ownership

Skills

Client facing experience

Japanese language

English business writing

F&A outsourcing familiarity

Communication skills

High responsibility

Education

Degree in Accounting

Job description

Accenture Southeast Asia in Kuala Lumpur seeks an Operations Lead to supervise daily OTC operations, manage SLA targets, and ensure client satisfaction for management and end-users. The role drives Change Requests, builds team succession, and delivers a holistic view of service delivery while serving as the escalation channel for service issues.

You will collaborate with OE support and SDL teams, oversee cost controls, and lead continuous improvement initiatives, with emphasis on strong client