Within Operations, we are growing our Digital Inside Sales (DIS) team. Our groundbreaking approach to sales brings clients the right combination of trusted technical sellers and innovative technology, powered by data and insights.?
This individual will need a comprehensive understanding of operational requirements, performance drivers, and key challenges, along with a strong grasp of the client's program goals, strategic priorities, and areas of concern.
As a key client-facing role, the Cross-Functional Delivery Lead will serve as a critical liaison between our business support teams and the client, ensuring alignment across initiatives. They will collaborate closely with our Client Leads and Account Leadership to execute global priorities, lead strategic projects, and drive Operational Excellence through oversight of operational design enhancements, implementation, and continuous improvement of Client's Delivery programs. This role is essential to driving consistency, accountability, and measurable impact across our service delivery.
Role & Responsibilities
Collaborate with Accenture Global Client Leads and Account leadership to execute projects and drive global priorities.
Provide direction to Reporting team to identify Data Driven insights and help define initiatives that will drive program impact.
Drive Business Transformation & Continuous Improvement. Work closely with Business Transformation partners to prioritize initiatives, ensure accountability for execution and timelines, measure impact, and actively engage the client by communicating initiative/project focus& goals, help needed, timelines, and results.
Ensure OKRs for Client Program, QA and Training are well defined, consistently measured and reported on.
Capture the Client Delivery team's forward-looking operational plans and quarterly initiatives. Monitor progress against the objectives set at the start of each quarter and collaborate with the Global Delivery Lead to implement corrective actions as needed.
Provide oversight and strategic direction to the Client reporting team and lead the measurement of end-to-end performance across global teams. Develop and maintain effective tracking mechanisms to ensure teams operate within scope and consistently meet performance expectations.
Provide holistic status updates and OKR performance to the Client Global Delivery Lead and Operations Account Leadership through an effective governance process
Help ensure that operating models are adhered to across regions and help drive consistency.
Training & Performance Management
Ensure Client new joiners possess the necessary skill sets and domain expertise aligned with standard job descriptions. Collaborate with Regional Leads to deliver a comprehensive onboarding experience and role-specific training plan. Oversee Quality Assurance activities and scoring to drive continuous improvement and enhance the overall client experience.
Ensure that Training and Quality team direct reports meet OKRs through regular feedback and performance coaching
Conduct quarterly Client-wide personnel assessments and partner with Leadership to develop action plans addressing performance gaps, while maintaining client confidence in program delivery.
Basic Qualifications
5 years of operations experience
2 years of reporting experience
2 years of client management or client engagement experience
Preferred Qualifications
Excellent communication skills and comfort in presenting key findings to leadership level stakeholders. You should be able to clearly and concisely articulate performance of the Client team.
Excellent people management and coaching skills. You will manage a team of 7-10 employees QA, Training and PMO with dotted line oversight of Data & Reporting teams.
Strong analytic skills and Strategic problem-solving skills as you will be tasked to drive business impact for the Team.
Excellent project management skills with the ability to prioritize competing priorities and find synergies where they exist
Excellent stakeholder management with the confidence to push back when an ask is not aligned with the defined strategic priorities or out of scope for our teams
Agility and ability to quickly adapt to business needs
Proficient in Microsoft Office and Google Suite
Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington as set forth below. We accept applications on an on-going basis and there is no fixed deadline to apply.
Information on benefits is here. (https://www.accenture.com/us-en/careers/local/total-rewards)
Role Location Annual Salary Range
California $73,800 to $182,600
Colorado $73,800 to $157,800
District of Columbia $78,500 to $168,000
Illinois $68,300 to $157,800
Minnesota $73,800 to $157,800
Maryland $73,800 to $157,800
New York/New Jersey $68,300 to $182,600
Washington $78,500 to $168,000
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