Learning Operations Senior Manager

Skill required: Learning - Learning Delivery Operations

Designation: Learning Operations 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? Leads the client-specific Learning Delivery team. Partners with the Client Operations Account Lead to provide agreed upon service scope.

What are we looking for?

• Experience of working with Australian clients. Experience in Supermarket Retail Industry and/or Aviation Industry. Candidates should be flexible with their work window and willing to support Australian shift timings in alignment with client operating hours
• Roles and Responsibilities:
• Accountable for delivery team deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scope
• Manage staffing assignments of team resources to ensure deliverables complete within budget, on schedule, and with appropriate quality
• Create team status using standard templates and actively participate in appropriate internal and external status meetings
• Support annual planning (e.g. resource assignment changes, schedule changes, completion status etc.)
• Manage teams’ costs including auditing of time and expenses as needed, and updating costs in MME (cost and CCI)
• Identify and manage issues and risks and act as an escalation point within the team
• Ensure Delivery Team understands their accountabilities towards delivery and work across the team as needed
• Drive operational excellence and continuous improvement for the service (Key Performance Indicators (KPIs), Service Level Agreements (SLA,) and improvement/change initiatives (CSDL should bring best practices / examples from other accounts. “Here’s a Gen 4/5 example from another account…”)
• Manage and develop team competency coverage through cross-training, leadership development and succession planning
• Monitor and manage team goals and performance and ensure team understands how they align and relate to broader business goals and strategies
• Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts etc.)
• Serve as process expert/coach for the team s deliverables
• Drive methods adoption and act as an expert on how to cost effectively deliver the process and/or deliverables
• Monitor and analyze client and customer satisfaction through available tools and survey results and ensure improvement initiatives are driven by client expectations and requirements
• Identify and implement productivity improvements, ensuring adherence to appropriate project gating and business case approval requirements.
• May leverage benchmarking to identify leading practices, measure service performance against appropriate external standards and facilitate sharing of best practices
• May analyze and manage performance of third-party vendors/contractors or departments to delivery service/process requirements and when required identify and facilitate performance improvement
• May facilitate monitoring service/process related technologies and service-related policies and when required identify areas for improvement., Any Graduation