DE033335-Delivery Ops Sr Analyst

Accenture; Philippines; On-site; PHP 1,004,000 - 1,339,000; Full time

Job summary

Accenture Philippines is seeking a Delivery Ops Sr Analyst to lead a customer-focused team in a Return to Office setup at Quezon Cyberpark Tower 3. You will drive performance, handle complex escalations, and ensure delivery quality in line with business objectives.

The role requires a strong track record in supervision, at least 3 years in relevant roles (Telco preferred) and a focus on coaching, collaboration, and process improvement to enhance customer loyalty and operational efficiency.

Qualifications

• Standard Team Lead profile
• At least 3 years of relevant experience; no domain
• With 1-year supervisory experience
• Telco experience is preferred only

Responsibilities

• Keeping customer at the center of the team’s thinking by taking responsibility for customer satisfaction and loyalty and handling complex customer escalations
• Managing and meeting customers’ expectations by optimizing team performance and implementing localized initiatives
• Daily leadership of the team and oversight of workflow, quality and output with coaching and development
• Collaborating with Team Leaders, Operations Managers and support partners to represent the voice of customer and business
• Ensuring all sales practices meet regulatory requirements and internal policies
• Create a highly engaged workforce connected to Retail-wide objectives
• Effective performance monitoring, counselling and coaching to deliver balanced team performance

Skills

Standard Team Lead profile

Team leadership

Customer focus

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: Delivery Ops Sr Analyst

WORK SETUP: Return to Office

OVERALL PURPOSE:

The Team lead is responsible for work assignments, managing quality of service of the team and driving the performance of the team to meet business objectives.

RESPONSIBILITIES:

• Keeping customer at the center of the team’s thinking by taking responsibility for customer satisfaction and loyalty and handling complex customer escalations through the application of sound judgement to deliver a resolution within agreed timeframes that also provides an opportunity to improve consultant effectiveness
• Managing and meeting customers’ expectations by optimizing the performance of team members, through identifying, improving and implementing localized initiatives that result in reduced customer effort, increased customer loyalty, increased customer acquisition and retention.
• Daily leadership of their team and oversight of the workflow, quality and quantity of output delivered as supported by on-job training and coaching and creating an environment that drives high performance and the desire to grow their careers at Origin.
• Collaborating closely with the other Team Leaders, Operations Managers and support partners to ensure the voice of customer and business is represented.
• Ensuring all sales practices meet industry regulatory requirements and Origin’s internal policies as a minimum standard.
• Create a highly engaged workforce led by a compelling vision that connects the team to the Retail wide objectives.
• Effective and timely performance monitoring, counselling and coaching of team members with a focus on delivering consistent and well-balanced team performance through effective use of the performance & behaviour management framework.

OTHERS:

Project Shift Schedule: Morning Shift

Project Rest Day: Weekends Off

Project/Team Location: Quezon Cyberpark Tower 3

SKILL AND QUALIFICATIONS:

• Standard Team Lead profile
• At least 3 years of relevant experience; no domain
• With 1-year supervisory experience
• Telco experience is preferred only

Equal Employment Opportunity Statement

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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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