BPO Service Delivery Senior Manager

Accenture; Metro Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

HMO Day 1

Free medicines

Paid time off

Incentives & stock plan

Flexible work

Learning programs

Job summary

Accenture in Metro Manila is seeking a Senior Manager to lead BPO service delivery across client engagements, mobilize resources, and optimize end-to-end operations. The role focuses on delivering high-quality business services while driving delivery excellence across multiple locations and client accounts.

The position requires extensive experience in service delivery and supervision, with a track record of managing large programs, improving client relationships, and achieving SLA and financial

Qualifications

• 12+ years of service delivery experience.
• 10+ years of supervisory experience.

Responsibilities

• Mobilize appropriate resources.
• Support sales opportunities and ensure feasibility and delivery of the solution by leveraging Accenture’s full capabilities.
• Improve client and customer relationships with Account leadership.
• Plan, deliver and execute project(s) and program(s).
• Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided.
• Address performance issues across the client(s)/portfolio(s); create the operational approach and implement continuous improvement.
• Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s).
• Support the achievement of contract controllable income targets and cost-to-serve targets; deliver efficiencies via standard processes and synergies.
• Manage recruiting, staffing, people engagement, pyramid, mix, utilization, cost-to-serve and capacity of service delivery staff.

Skills

Service delivery

Leadership

Client relations

Job description

Looking for your next opportunity? Join us and lead complex BPO Delivery Lead Sr Manager.

Join our BPO Service Delivery Senior Manager team and lead end-to-end service delivery operations by driving delivery excellence across client engagements, mobilizing and optimizing resources, managing large-scale programs and portfolios, strengthening client and stakeholder relationships, overseeing SLA and operational performance, implementing continuous improvement initiatives, achieving financial and cost-to-serve targets, and leading workforce planning, staffing, and people management to deliver high-quality business services across multiple locations and client accounts.

What You’ll Do

Roles & Responsibilities:

• Mobilize appropriate resources
• Support sales opportunities and ensure the feasibility of the proposed solutions and delivery of the solution by leveraging Accenture’s full capabilities
• Improve client and customer relationships working with Client Account and Account Management Team leadership
• Plan, deliver and execute project(s) and program(s)
• Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g., client-site, delivery center)
• Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement
• Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s)
• Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies.
• Manage recruiting, staffing, people engagement, pyramid, mix, utilization, cost-to-serve and capacity of service delivery staff to optimize balance between cost and delivery targets

What We’re Looking For:

• Standard Service Delivery Profile
• >12 years of relevant experience in Service Delivery
• 10+ years of supervisory experience

Benefits You Can Look Forward To

• HMO on Day 1 (medical, dental, mental wellness)
• Free medicines*
• Paid vacation & sick leave
• Performance incentives & stock purchase plan
• Flexible work arrangements
• Learning programs & industry certifications

*Terms & conditions apply