Telco Operations Delivery Manager | Shared Services / GTH

Accenture; Cebu City; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

A leading global professional services company is seeking a BPO Service Delivery Operations Manager in Cebu City. The role involves managing projects, improving service delivery, and enhancing client satisfaction. Ideal candidates have extensive experience in BPO and leadership positions. Benefits include HMO coverage, paid leaves, and training opportunities.

Benefits

HMO coverage (medical, dental, mental health)

Free medicines for you and your dependents

Expanded maternity leave up to 120 days

Expanded paternity leave up to 30 days

Employee Stock Purchase Plan

Paid Sick and Vacation Leaves

Allowances, company bonuses, and performance incentives

Loyalty and Christmas Gift

Inclusion and Diversity Benefits

Flexible working arrangements

Company-sponsored trainings

Volunteering opportunities

Qualifications

• 8-12 years of experience in business process outsourcing (BPO).
• At least 5 years of experience in a leadership role.
• Proven experience in Voice, Email, and Chat BPO operations.

Responsibilities

• Plan, deliver and execute projects and programs.
• Ensure execution of delivery work across clients/portfolios.
• Address performance issues and implement continuous improvement.

Skills

Business process outsourcing (BPO)

Leadership experience

Voice, Email, and Chat BPO operations

Strong communication skills

Job description

Accenture in the Philippines is currently looking for talented individuals for our BPO Service Delivery Operations Manager | Cebu.

About the Role

As a BPO Service Delivery Operations Manager | Cebu, you will be performing the following tasks on a daily:

• Plan, deliver and execute projects and programs
• 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 clients/portfolios; create the operational approach and implements continuous improvement.
• Implement standard SLA commitments and other financial/operational metrics for clients/portfolios
• 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.
• Support sales opportunities and ensure the feasibility of the proposed solutions and delivery of the solution by leveraging Accenture’s full capabilities.

About You

• Must have 8-12 years' experience in business process outsourcing (BPO)
• Must have at least 5 years of experience in leadership role
• Proven experience in Voice, Email, and Chat BPO operations
• Experience in TELCO and sales is an advantage
• Strong oral and written communication skills, with the ability to articulate clear ideas and strategies effectively.
• Amenable to work in Cebu City

Note: If you're interested, please apply through this job ad. You’ll be directed to complete a form or receive an email with instructions. Make sure to submit all required info within 24 hours to process your application.

What’s in it for you? Start your Accenture journey to enjoy these benefits:

• HMO coverage (medical, dental, mental health) from day 1 of employment
• Free medicines for you and your dependents*
• Expanded maternity leave up to 120 days*
• Expanded paternity leave up to 30 days*
• Employee Stock Purchase Plan
• Paid Sick and Vacation Leaves
• Allowances, company bonuses, and performance incentives
• Loyalty and Christmas Gift
• Inclusion and Diversity Benefits
• Flexible working arrangements
• Company-sponsored trainings like upskilling and certification
• Volunteering opportunities

*Terms and conditions apply