Job Description
Key Responsibility:
Lead and 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
Qualifications:
711 years of relevant working experience.
Fluent in English including Business Writing and communication.
Strong understanding of general accounting practices, including financial analysis, transaction reconciliation and operational data reporting to determine financial outcomes.
Proven experience in team management, including overseeing and coordinating team activities, assigning responsibilities, facilitating communication and ensuring effective collaboration to achieve organizational objectives.
Rich client facing experience, good at communication with client.
High responsibility and dedication on work.
