Delivery Lead Manager - Remote Operations & People Leader

Accenture; Philadelphia (Philadelphia County); Remote; USD 94.000 - 266.000; Vollzeit

Zusammenfassung

Accenture is seeking a Delivery Lead Manager to drive multi-operation delivery, optimize standard solutions, and ensure profitable execution across client programs. The role emphasizes performance analysis, SLA adherence, and cross-functional leadership to deliver high-quality results.

Remote role with significant travel, requiring private internet and ability to coordinate with project managers on large projects.

Qualifikationen

• Minimum 5 years’ experience in operations.
• Minimum 5 years’ experience in people management.
• Minimum 2 years’ experience in contact center management.
• Minimum 1 years’ experience working in Medicaid.

Aufgaben

• Ensure execution of delivery work across multiple service delivery operations, as needed
• Drive optimization of delivery of standard solutions within areas of expertise
• Deliver agreed scope of services while achieving profitability improvements and productive gains
• Address performance issues across the service delivery operations, create operational approach and implement continuous improvement
• Analyze team performance and metrics, compare against benchmarks, and present options for improving overall performance
• Manage supply and demand, service quality and processes to meet delivery expectations Implement the levers to consistently achieve performance targets
• Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs
• Responsible for career management of service delivery resources e.g. training, engagement, mentoring, succession planning and annual performance process
• Manage recruiting, staffing, pyramid mix, utilization, cost to serve, and capacity of staff to optimize balance between cost and delivery targets
• Deliver efficiencies through standard processes and synergies Implement standard service level agreement SLA and other contract financial requirements
• Resolve performance issues with delivery leadership
• Formalize delivery plans for the service delivery with service group delivery leadership
• May lead or support the design of new offerings or services for industry functional technical Support sales opportunities and validate expected delivery capability
• Demonstrate expert knowledge of operational methodology to effectively deliver cross functional, consistent, repeatable and high performance process execution
• Act as escalation point to address issues concerns about service delivery performance, personnel, etc.
• Engage with client to align on program objectives, business drivers, and desired outcomes
• Translate the client’s business objectives, priorities, and challenges routinely with Service Delivery to keep alignment and progress solution
• Proactively improve client and customer relationships, while working with client account and account
• Responsible for workstream budgets and managing cost within company
• Large scale people management
• Measure and manage individual and team performance
• Optimize performance in a contact center and back-office environment around cost, growth and innovation coaching management on key performance and handling any variances Integrating innovation to continuously build superior customer service
• Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement
• Analyze call drivers, the impact call types on staffing needs and opportunities for addressing drivers differently
• Manage operational forecast variance to plan Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps
• Forecasting Capacity Planning Analyze work volume patterns to determine trends
• Create volume forecast and handle time forecast for interval, daily and weekly

Kenntnisse

People management

Operations management

Contact center management

Medicaid experience

Ausbildung

Bachelor's Degree

Jobbeschreibung

Accenture is seeking a Delivery Lead Manager to drive multi-operation delivery, optimize standard solutions, and ensure profitable execution across client programs. The role emphasizes performance analysis, SLA adherence, and cross-functional leadership to deliver high-quality results.

Remote role with significant travel, requiring private internet and ability to coordinate with project managers on large projects.