Job Description What are your responsibilities? - Empowered resource who commits the Client Service Team/Service Delivery Team to work - agrees on deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scope;- Assign team resources to work communicating allocated budget, schedule, macro approach and deliverables;- Empowered to make decisions for their team and ultimately is accountable to ensure their team creates their deliverables on budget, on schedule, and with the appropriate quality;- Manage resources to achieve these assignments;- Track and create/provide team status using standard templates and actively participate in appropriate internal and external status meetings;- Maintain the team’s portion of the work plan and/or annual plan (e.g. resource assignment changes, schedule changes, completion status, etc.);- Approve team member time sheets, identify the source of any variances, and drive plans to correct variances;- Identify and manage issues and risks and act as an escalation point within the team;- Work with other delivery managers and project managers to ensure the Client Service Team/Service Delivery Team understands their accountabilities for delivery and how to work across the teams as needed;- For BPO, facilitate effective Management Operating System ensuring timely reviews of process outcomes (3X3’s, KPI’s, SLA’s) and improvement/change initiatives;- Process Compliance/Consistency, Quality, and Continuous Improvement; - Schedule, assign, and track deliverable signoffs for deliverables owned by the team, and validate the participation of appropriate contributors to each deliverable;- Validate appropriate contributors have participated in the creation/review of each team deliverable according to standard methods and/or processes;- Ensure teams execute processes according to standard methods or approved processes and ensure deliverables are completed as required in a timely manner;- Serve as a Peer or Process Reviewer as appropriate and participate in Quality assessments as needed;- Identify continuous improvement and productivity improvement opportunities – maximize reuse, minimize redundancy, streamline, drive one-to-many approach, etc.;- Participate in the creation of team deliverables as appropriate; - Serve as process expert/coach for the team’s deliverables;- Drive methods adoption and act as an expert in how to cost effectively deliver the Client Service Team’s/Service Delivery Team’s process and/or project requirements and deliverables;- Monitor and analyze client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements;- Identify and implement productivity improvements ensuring adherence to appropriate project gating and business case approval requirements;- May leverage benchmarking to identify leading practices, measure service performance against appropriate external standards and facilitate sharing of best practices;- May analyze and manage performance of third party vendors/contractors or departments to delivery service/process requirements and when required identify and facilitate performance improvement;- May facilitate monitoring of service/process related technologies and when required identify areas for improvement;- May facilitate monitoring of service related processes and policies, identify areas for performance improvements, and coordinate implementation; - Manage team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime, etc., and escalate issues when required according to established practices;- Manage staffing assignments and role changes;- Support recruiting and interviewing potential new team members;- Balance workloads and skill sets across clients to support one-to-many delivery; - Manage and develop team competency coverage through cross-training, leadership development and succession planning;- Monitor and manage team goals and performance and ensure team understands how they align and relate to broader business goals and strategies; - Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts, etc.);- Develop and deliver quality and timely performance feedback, collecting input from all appropriate sources. Read more of the job description Read Less Qualifications Are you the right fit for the job? - Around 7 years of relevant work experience;- Minimum 5 years supervisory experience in recruitment environment;- Experience in working with recruiting systems, plus relevant recruitment knowledge;- Team Management;- Cost Management;- Communications Management;- Operational Excellence;- Operations Management;- Project Management;- Resource Management;- Accenture Delivery Methods;- Accenture Delivery Tools;- Service Level Agreement (SLA) Management;- Problem Solving and Escalation Management;- Peer Reviews;- Continuous Improvement;- Service Performance Management and Metrics;- Estimation and Planning;- Client Relationship Management;- People Enablement;- Customer Interaction Handling;- Personalized outreach to candidates;- Market Intelligence. What’s in it for you? - Work alongside a team of specialists and access custom trainings that help improve your professional skills;- Currently with COVID-19, perform your work remotely;- Be part of a team with strong sense of togetherness and work in a relaxed environment where whatever the problem might be, there is always a solution for it;- Access to a global network of knowledge and resources;- Continuous learning and exposure to a disruptive business and new challenges;- An attractive benefits package including meal tickets, life insurance, private medical services, private pension account, gym & library subscription and other. Equal Employment Opportunity Statement All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Accenture is committed to providing veteran employment opportunities to our service men and women. APPLY NOW Register for Job Alerts
Talent Acquisition Client Experience Associate Manager in Bucuresti
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