DE033169-Service Management Sr Manager

Accenture; Pateros; On-site; PHP 3,000,000 - 5,200,000; Full time

Job summary

Accenture in Taguig Uptown Bonifacio Tower 3 is seeking a Service Management Sr Manager to guide a senior operations team within a return-to-office setup. You will work with CM Operation Managers and leads, drive decisions, manage client satisfaction, and ensure delivery of SLAs and milestones.

This role demands strong communication, problem-solving, and mentoring skills, plus experience in offshore BPO health-related operations.

Qualifications

• University degree required; managerial experience preferred.
• At least 3 years of managerial experience.
• Strong oral, written and interpersonal communication skills.
• US CEFR B2 or Versant score required.

Responsibilities

• Lead discussions and provide solutions for complex business problems.
• Ensure client satisfaction and adherence to SLAs.
• Develop and manage internal/external relationships.
• Mentor and evaluate staff; manage resources and performance.

Skills

Strong communication skills

Problem-solving

Team leadership

Decision making

Education

University Degree holder

BSN or related health credentials

RN license (US)

GNM Diploma or BSc Nursing

Tools

MS Office

Excel

Telephony systems

Job description

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Service Management Sr Manager WORK SETUP: Return to Office RESPONSIBILITIES:

• Work hand in hand with the CM Operation Managers & Operation Leads in making independent decisions, which have major day-to-day impact in areas of responsibility, and may influence direction of other areas.
• Accountable for results of work to both Accenture and clients.
• Accountable for medium-term planning, objective setting, and development of new procedures within areas of responsibility.
• Lead discussions and provide possible solutions in addressing complex business problems/issues.
• Provide and assist in the implementation of business-focused solutions within time/cost constraints.
• Self-directed within broad goals and strategic direction in satisfying organization or client objectives/goals.
• Responsible for developing and managing key internal/external client relationships across spheres of influence, including situations in which no relationship previously existed.
• May participate in business development opportunities and communicate them to senior management.
• Required to act as effective stand-in for immediate manager on operational direction of complex or large function or project, or medium size unit within stable mature operation, or key element of volatile environment.
• Responsible for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones.
• Required to provide valuable contribution in communication of strategies, initiatives, local plans, and performance metrics across areas of responsibility.
• Initiates and promotes continuous improvement programs across spheres of influence.
• Lead and manage a team, typically delivering results through others.
• Allocate resources and responsibilities across a team to deliver business results and develop team members.
• Manages and ensures consistent application of human resource processes including career development, salary review, resources, and performance management within areas of responsibility.
• Evaluate direct reports and provide formal counseling and mentoring to staff.
• Define and manage group/team structures and resource levels to support business needs.
• Demonstrate a thorough understanding of client relationships/business practice.
• Contribute broad and deep knowledge in areas of functional or business specialization across abroad operational framework/range of projects.
• Required to develop business and industry acumen, and to use this knowledge to initiate and/or develop client relationships.
• Requires strong oral, written, and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

OTHERS

Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Taguig Uptown Bonifacio Tower 3

SKILL AND QUALIFICATIONS

• University Degree holder.
• At a minimum, 3 years’ managerial experience.
• Requires strong oral, written, and interpersonal communication skills.

Must pass US CEFR B2 or Versant score of 58 and above upon hire.

• Basic computer knowledge with the ability to learn additional computer programs.
• Requires problem-solving skills, facilitation skills, and analytical skills.

Experience and Skills Preferred

• Holds current and unrestricted US Registered Nurse license; holds state specific RN licensure.
• A minimum of 3 months of prior working experience in a clinical setting.
• Bachelor of Science Nursing (BSN) degree or

General Nursing & Midwifery (GNM) Diploma or Basic Bachelor of Science (BSC) in Nursing degree or Associate Nursing Degree or Nursing Diploma.

• At a minimum, 3 years managerial experience in setting up operations, preferably for an offshore BPO health related work environment/account.
• Related outsourcing operations experience in a global set-up.
• A working knowledge of MS Office products, with strong Excel skills.
• Knowledge in telephony systems & technology
• Strong customer service focus
• Ability to empathize
• Prioritizing customer needs
• Good understanding of phone etiquette
• Experience in medical or insurance fields
• Knowledge of ICD-9 and CPT codes
• Prior managed care experience
• Knowledge of medical management process and ability to interpret and apply member contracts, member benefits, and managed care products
• Management reporting experience

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships.

We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.