DE033335-Delivery Ops Sr Analyst

Accenture in the Philippines; Quezon City; On-site; PHP 446,000 - 725,000; Full time

Job summary

Origin in Quezon City is seeking a Delivery Ops Senior Analyst to lead daily team operations, manage quality of service, and drive performance to meet business objectives.

The role emphasizes customer focus, escalation handling, and collaboration with operations managers to ensure compliant sales practices and a high-engagement workforce.

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 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.

Skills

Team Lead profile

3+ years experience

1 year supervision

Telco experience

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

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