Delivery Operations Team Lead at Accenture

Navi Mumbai, Maharashtra, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, ConsultingIndustries

Requirements

Any Graduation
7 to 11 years of experience
Experience in a customer service or contact centre environment with in-depth understanding of customer service operations and order-to-cash processes
Proficiency in working with SAP and/or Salesforce
C1 English Level
Coaching and mentoring experience
KPIs Management
Project coordination or process improvement skills

Responsibilities

Supervise, coach, and motivate a team of Customer Service Analysts to deliver excellent customer support and operational performance
Oversee the end-to-end order management process for internal and external customers (telephone, email, EDI) to ensure accuracy, efficiency, and compliance with company standards
Monitor workload distribution and team performance to meet service level agreements (SLAs) and key performance indicators (KPIs)
Manage escalated customer queries and complaints promptly, ensuring effective resolution and customer satisfaction
Collaborate with Supply Chain, Logistics, and Finance to ensure smooth order fulfilment, delivery accuracy, and credit/debit resolution
Support the implementation of new systems, tools, and processes to improve operational effectiveness and data accuracy
Report on team performance, order accuracy and service metrics to management, while preparing appropriate content and presentations for stakeholders
Support the National Account Managers and Trade Marketing teams with order forecasting, promotional planning, and customer coordination
Ensure all team members are trained and updated on customer service policies, SAP processes, and compliance requirements
Support with any other new process at the time the client requires it, if it has been officially included in our range of services
Foster a positive, collaborative team environment

Skills

Key technologies and capabilities for this role

Order ManagementTeam LeadershipProcess ImprovementStakeholder ManagementCustomer ServiceSupply ChainLogistics

Questions & Answers

Common questions about this position

What experience level is required for this Delivery Operations Team Lead role?

The role requires 7 to 11 years of experience, including experience in a customer service or contact centre environment with in-depth understanding of customer service operations and order-to-cash processes.

What technical skills are needed for this position?

Proficiency in working with SAP and/or Salesforce is required, along with skills in KPIs management, project coordination, and process improvement.

How many people would I manage in this role?

The position involves managing 10-20 direct reports.

Is travel required for this job?

No travel is required for this role.

What are the growth opportunities in this position?

There is potential to grow within the Engagement Centre or to other areas of the company as the client constantly evolves.

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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