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Accenture Service Delivery Ops Manager in Dublin, Ireland

Client facing role working with a new client ramping content moderation team to over 200 people. Reporting to the operations leadership team, the successful candidate will be responsible for and own the delivery of the service metrics to client as per contractual agreement, while managing all aspects of the teams strategy, forecasting and delivery of execution excellence. They will perform key business operations activities such as reporting tracking, financial risk analysis and management, defining and running financial and resourcing improvement programs, and management of the resource demand supply projects. The candidate will be an experienced business operator, with demonstrable capability of driving project to closure with minimal supervision. People management, motivation, engagement, wellness, and accountability are a key function of this role. Responsibility for maintaining and developing key client relationships Responsibility and ownership for the delivery of service and service metrics to client Responsible for supporting quality programs Responsible for embedding new processes and workflows into the team Drive continuous improvement and value add initiatives Responsibility for meeting the obligations established within the contract Responsibility for assessing and implementing change, strategic directions Ensure process documentation is complete and robust Coaching, developing and managing team members Ownership of serious issue resolution and escalation management Allocating resources and responsibilities across the team to deliver business results and develop team members Responsibility for team members formal evaluation processes including career development, salary review and performance management Cost centre tracking Management of time reporting, absenteeism, training, holiday, sickness, time sheet reporting, controls management Financials monthly invoicing, forecasting, analysis, and reconciliation

5 years experience managing teams in an outsourced operations environment with multilingual teams Management of large teams upward of 200 people Multi party management i.e. subcontractors, client, other vendors etc. Content moderation experience i.e. policy creation Demonstration of ability to meet SLAs metrics Revenue financial management Strong organizational, multi tasking, and time management skills Strong Communication skills Excellent negotiation, influence, mediation and conflict management skills Excellent business acumen Creativity focused on cost reduction service improvement opportunities Conduct coaching sessions, meetings, skill building and professional development Change Management experience Ability to work in a process driven high demand environment Service focused with ability to meet targets on a continuing basis Ability to be flexible and work analytically in a problem solving environment Excellent communication written and oral and interpersonal skills Strong supervisory, coaching and project management skills Ability to manage multiple simultaneous activities across different business activities Delivery focus Proven focus on continuous improvement and adding value to clients Leadership and commitment to people wellness, engagement, and weCare program Proven experience managing matters involving sensitive and challenging user generated content with good judgment, discretion, and sensitivity Six Sigma Green Belt Certification an advantage Fluent English

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