T&S Associate Team Lead CL11 in Dublin, Ireland

Accenture Ireland



Job Description

Job Title                         Associate Team Lead

Reporting to:                  Service Delivery Ops Manager 

Role Summary

The Associate Team Lead will manage a multi-lingual group and is responsible for delivering high calibre customer service and metrics to the clients business customers.

The Associate Team Lead will represent the team in communications with the client and provide all levels of support when necessary. They are the main point of contact for the client and act as the point for escalation. They are responsible for all aspects of the process and will liaise closely with global counterparts. There will be a strong element of analytical metrics review & input, new process incubation, induction and process improvement

Principle Responsibilities 

•         Client Focused:

o    Provide the client with SLA and metric reporting on team performance

o    Action plans for any areas of risko    New process incubation and induction

o    Continuous improvement strategies and ideas

o    Risk and issue managemento    Escalation and support
  • Team Focused
o    Resource management and scheduling

o    Performance management:  career counselling, coaching, performance development, 1:1's, mentoring

o    Support team to achieve results with the highest possible standard of quality and delivery

o    Coordinate coverage across languages and processes

o    Leverage Accenture internal knowledge groups to support team

o    Complete all Team Lead responsibilities in accordance to Accenture's policies 

•         Role Focusedo    Drive and manage Global initiatives

o    Allocation and distribution of tasks across languages and processes

o    Provide Insight to client on business trending

o    Improve business processes within the team

o    Identify opportunity to add value to client

o    Understand the current environment and suggestion and implement ideas for improvement

o    Drive for global standardisation where possible

o    Responsible for maintenance and review cycle of process documentation

o    Create and maintain project documentation relating to technology projects

o    Working with Accenture internal teams to identify and implement best practice opportunities

o    Ensure all reports are delivered accurately and timely in accordance with the statement of work

 
  • Other Key Area's

o    Drive opportunity for improvement across the operation

o    Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client.

o    Promote an ethos and culture of improvement across the teams in the global delivery network

o    Flexibility around working hours and some international travel may be required

o    Communicate and celebrate success and achievements






Qualifications

Education, Qualifications, Experience & Acumen 

The successful candidate should have the following:

•         Education Qualifications

o   

o      Knowledge of Project management methodologies

•         Experience

o      Specific experience in business process incubation

o      Strong knowledge of technology

•         Acumen

o      Excellent communication and presentation skills

o      Excellent organisational and time management skills

o      Results orientated

o      Excellent process design and procedure writing skills experience

o      Experience in reporting and presenting to senior management forums

o      Experience with managing and coaching teams

o      Problem Solving and Value add

o      Fluent English and at least one other European Language

o      Personal Specification

 

Required Skills/Competencies/Experience

•         1 year experience within the Trust & Safety Team

•         Strong interpersonal skills

•         Ability to work on own initiative while in a Team environment

•         Excellent organizational & time management abilities

•         Strong negotiation skills

•         Analytical approach to problem solving

•         Ability to establish and maintain key relationships across both Accenture and the Clients organization

•         Prior experience working in an environment of frequent change e.g. changing product features will make earlier temporary fixes redundant and  lead to changes in Support workflow that need to be relearned

•         Prior Experience in an online search, social media, internet, advertising, e-retailing, marketing company

•         General understanding of online shopping, social discount/online coupons /offers, players in the ecosystem e.g. online merchants, online search engines/sites, web consumers, logistics providers, payment providers

 

Please note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity. 

 About Accenture   

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 505,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at <web address removed>. 

 

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, colour, 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 applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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