Delivery Lead Manager - Voice

Skill required: Omnichannel - Customer Service
Designation: Delivery Lead Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? This role is for a Customer Operations or Delivery Lead Manager accountable for the strategic and operational management of an assigned customer operations portfolio supporting business functions across regions. The role operates within a complex omni-channel environment that may include Voice, Email, Chat, Chatbot and Social Media support for external customers, internal customers, consumers and business partners. The role owns operational performance, people leadership, client and stakeholder relationships, financial discipline, risk governance, workforce readiness, change management and continuous transformation. It ensures services are stable, controlled, timely, accurate and aligned with customer expectations, contractual commitments, quality standards and Accenture delivery requirements. The Customer Operations Manager represents the delivery organisation in senior governance forums, maintains connectivity with supported businesses and enabling functions, and uses operational, customer and financial insights to improve customer experience, strengthen controls and create sustainable business value.
What are we looking for? • Extensive experience leading large-scale Customer Operations or contact-center delivery in a complex BPMS, shared-services or global delivery environment. • Strong command of end-to-end service management, including SLA, KPI, QA, workforce, productivity, customer experience, operational risk and financial levers. • Proven ability to lead leaders, shape operating culture and build resilient, high-performing delivery organisations. • Executive-level client engagement, stakeholder management, influencing, negotiation and governance capability. • Fluent spoken and written English for senior client interaction, leadership communication, governance, escalation management, and reporting. • Strong numeracy and analytical ability to translate operational and financial data into decisions, priorities and measurable improvement plans. • Demonstrated experience leading continuous improvement, automation, digital transformation, operational simplification and innovation. • Commercial awareness across cost-to-serve, utilisation, productivity, contractual scope, revenue protection and margin improvement.
Roles and Responsibilities: • Own end-to-end service delivery for the assigned portfolio, including SLA, KPI, quality, productivity, customer satisfaction, operational risk, financial and commercial outcomes. • Provide senior leadership across service lines and delivery teams through Associate Managers, Senior Team Leaders and Team Leaders, setting direction, standards and governance expectations. • Ensure safe, stable, controlled, resilient and scalable operations, with activities completed accurately, on time and in line with customer expectations and approved procedures. • Govern omni-channel operations across Voice, Email, Chat, Chatbot, Social Media and other approved channels, ensuring consistent service and low-effort customer experiences. • Act as the senior operational contact for the client and supported businesses, leading service reviews, governance forums, executive escalations and decision follow-through. • Translate client business priorities, strategic objectives and contractual commitments into delivery strategies, operating plans, resource actions and measurable outcomes. • Own workforce strategy, capacity planning, queue and demand governance, utilisation and organisational readiness in partnership with Workforce Management and support functions. • Lead performance governance cycles, including trend analysis, operational deep dives, root-cause reviews, recovery planning and sustained corrective-action management. • Own complex customer escalations, claims, service disruptions and client-critical issues, ensuring effective diagnosis, timely resolution, transparent communication and preventive action. • Maintain strong knowledge of supported businesses, customer processes, internal procedures, systems, operational dependencies and relevant market or supply dynamics.Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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