Delivery Lead Senior Manager

Skill required: Commercial Banking Operations - Core Banking Designation: Delivery Lead Senior Manager Qualifications: Any Graduation Years of Experience: 16 to 25 years About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do? Manage Operations from process & measurement standpoint What are we looking for? Requirements & Experience

14 - 18 of experience in a reputed company.

Understanding of an outsourced processing environment in the Financial Services sector.

Experience with Commercial Credit Operations BPO services or Strong understanding of Banking domain. Commercial Lending Operations / Loan Operations is required.

Should be in a client facing role and can demonstrate with examples how effectively he has managed clients escalations

Should have experience of presenting the capability to prospects clients and work closely with sales team for new opportunities.

“Continuous Process Improvement”/Lean Processing experience to ensure correct “mindset” when performing operational activity.

Optional: Team leadership and management experience with an experience of handling larger teams for multiple locations

Should have had managers of multifunctional teams reporting to him/her in the past and ideally worked in an operations environment.

Would have worked for a multinational organization where s/he would have worked with colleagues internationally, would have travelled and worked internationally

Exposure/knowledge of driving automation and innovation in Banking Operations is preferred.

Global experience desirable

Self-driven, results-oriented with a positive outlook, and a clear focus on high quality and business profit.

A natural forward planner who critically assesses own performance.

Mature, credible, and comfortable in dealing with senior big company executives.

Reliable, tolerant, and determined.

Empathic communicator, able to see things from the other person s point of view.

Well presented and business like.

Sufficiently mobile and flexible.

Keen for new experience, responsibility and accountability.

Able to get on with others and be a team-player. Roles and Responsibilities: •Responsibilities/Authorities

Manage Operations from process & measurement standpoint

Set and assess representative’s performance expectations and performance, and create individual action plans

Monitor associate customer contacts and provide constructive feedback on performance to individuals on a regular basis

Conduct briefings and team meetings for team status updates, new product information, policy and procedures change, etc.

Ensure key service center performance indicators are met and assist Operations team with performance summary reports creation

Collect feedback from associates, managers, and Quality Coaching team to identify associate training and development needs

Assist with scheduling and forecasting of staff to maintain optimal service provided

Develop reward and recognition programs for teams

Present current customer issues, trends, and recommended solutions to management

Maintain current understanding of policies and procedures, website changes, new products and processes of company and customer service center

Manage escalated customer enquiries / complaints Global experience desirable

Should have worked in a process