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

Job Requirements