Call Center | BPO Operations Senior Manager

Accenture; Metro Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

HMO on Day 1

Free medicines

Paid vacation & sick leave

Performance incentives

Stock purchase plan

Flexible work arrangements

Learning programs & certifications

Job summary

Accenture in the Philippines is seeking a BPO Delivery Lead Senior Manager to oversee complex service delivery across client portfolios, support sales opportunities, build client relationships, and drive delivery strategy.

You will lead recruitment, staffing and people engagement, address performance issues, and ensure targets and SLAs are met, with escalation of risks when necessary.

Qualifications

• 12+ years of relevant experience in Service Delivery.
• 10+ years of supervisory experience.

Responsibilities

• Support sales opportunities and delivery of the solution by leveraging Accenture’s full capabilities.
• Build client relationships in collaboration with the Client Account Leadership team.
• Lead the service delivery strategy across one or more client portfolios.
• Address performance issues and implement continuous improvement plans to achieve project targets and SLA commitments.
• Manage people engagement, recruiting and staffing to optimize delivery targets.
• Typically receives direction and feedback from their supervisor on setting priorities or assigning and managing tasks on a weekly to bi-weekly basis.
• Expected consequences for mistakes in their work would include missing team deadlines, damaging their team's reputation within Accenture, and damaging Accenture's reputation, and may be escalated to a managing director. Involved in risk mitigation decisions for multiple teams and may be involved in risk mitigation decisions for their business area.

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 strategic service delivery operations across client portfolios by supporting sales opportunities and solution delivery, building strong client relationships, driving service delivery strategy, ensuring the achievement of project targets and SLA commitments, addressing performance challenges through continuous improvement initiatives, mitigating operational risks, and leading recruiting, staffing, and people engagement efforts to deliver high-quality business outcomes.

What You’ll Do

Roles & Responsibilities:

• Support sales opportunities and delivery of the solution by leveraging Accenture’s full capabilities

• Build client relationships in collaboration with the Client Account Leadership team

• Lead the service delivery strategy across one or more client portfolios

• Address performance issues and implement continuous improvement plans to achieve project targets and SLA commitments

• Manage people engagement, recruiting and staffing to optimize delivery targets

• Typically receives direction and feedback from their supervisor on setting priorities or assigning and managing tasks on a weekly to bi-weekly basis

• Expected consequences for mistakes in their work would include missing team deadlines, damaging their team's reputation within Accenture, and damaging Accenture's reputation, and may be escalated to a managing director
  Involved in risk mitigation decisions for multiple teams and may be involved in risk mitigation decisions for their business area

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