OTC Operations Lead (Vietnamese Speaker)

Accenture Southeast Asia

Kuala Lumpur

On-site

MYR 90,000 - 140,000

Full time

14 days+

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Job summary

Accenture Southeast Asia in Kuala Lumpur is seeking an Operations Manager to supervise the daily OTC process, manage performance against targets, and ensure service delivery meets client expectations, including SLA commitments.

The role requires coordinating Change Requests, developing the team, providing a holistic view of service delivery, and acting as the escalation path for client issues while aligning with Accenture policies and continuous improvement initiatives.

Qualifications

Experience supervising daily OTC operations and service delivery.
Strong understanding of SLA management and client-facing processes.
Ability to drive continuous improvement and change requests.
Experience in coaching and developing a delivery team.

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;