Accenture Service Delivery Lead - Risk Ops in Los Angeles, California

Title: Service Delivery Lead - Risk Ops Location: USA-West Job Number: 00566676

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Job Description:

  • Interpret day to day business objectives and prepare execute operational practices work programs

  • Ensure proper execution of processes by team

  • Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately

  • Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities

  • May make decisions about the day to day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling

  • Adjust work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours

  • Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner

  • May perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy, and consistency

  • Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases

  • Prepare and analyze complex reports information and formulate conclusions

  • Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with clients

  • Act as subject matter expert for team members, peers and or clients as assigned

  • May act as a point of contact for senior client representatives

  • Anticipate, identify, and assess complex issues problems

  • Develop and implement a corresponding plan of action to bring the situation to resolution

  • Communicate changes to supervisor and assist other team leads with resolutions, as needed

  • Manage engagement programs and retention and attrition strategies


Basic Qualifications:

  • Bachelor's degree or 4 additional years of service delivery operations experience

  • Minimum 3 years' of experience in a client facing role

  • Minimum 8 years' of experience of operations service delivery experience

Preferred qualifications:

  • Experience in operating in a global footprint, i.e., dealing with multiple delivery centers

  • Experience in dealing with multiple stakeholders and conflicting priorities

  • Offshore experience

  • Preferable global delivery leadership experience

  • Preferable but optional, consulting background

  • Preferable but optional, experience with Silicon Valley clients

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Job: Portfolio & Delivery Management