Key Responsibility:

• Supervise the daily operation on OTC process

• Daily operational performance management and meet targets including Service Level Agreements with client;

• Achieve client’s Service Satisfaction at the level of client’s management and also end-users;

• Facilitate the operational Change Request (CR) process;

• Build team succession and make it effectively;

• Provide a holistic view of service delivery to the client;

• Act as a clear escalation route to the client for service related issues and facilitate resolution of issues

• Support Ad Hoc contractual projects for the client in line with the nominated project team;

• Initiate and own continuous improvement projects within area of his/her responsibility;

• Ensure compliance of the dedicated unit to Accenture policies and procedures applicable for the dedicated unit

Operation Excellence

• Work with OE support team ;

• Sound Operations management experience (including SLA management);

• Basic contractual / change management knowledge;

• Client interaction skill;

Problem Solving

• Experience in managing unstructured problems

• Problems within this role are typically service related for the client. Problems can occur on a daily basis and can range from small client requests through to large service issues.

• For contractual problems – working closely with SDL to ensure gaps are identified and closed with client agreement.

Project Management

• Attendance to meeting and reviews based on defined MOS system;

• Support SDL achieve the cost control within budget;

• Facilitate on the hiring, development, coaching and performance management process of staff in dedicated unit.

• People developer, build up team succession and keep the delivery continuously;

• Client communication, build up the relation and expectation management;

• Innovation at work, and focus on client value creation;

• Take ownership

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 at www.accenture.com 

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.