Delivery Operations Team Lead

Skill required: Talent Development - Learning Delivery Operations

Designation: Delivery Operations Team Lead

Qualifications:Any Graduation

Years of Experience:7 to 11 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 699,000 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? Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costs

• Project management skills (Planning & Organizing)
• Adopt an analytical approach
• Strong organizational skills.
• Ability to prioritize conflicting requirements
• Strong analytical ability (to devise and produce coherent management reports and statistics)
• People management skills (Coaching, listening, giving direction)
• Database knowledge (Software programs such as MS Access / Excel etc. plus client systems)
• Basic financial analysis (Cost vs. Revenue)
• Strong written and verbal communication skills
• English language proficiency required
• Multi-cultural awareness
• Passion for customer service
• Initiative, Critical thinking / problem solving skills
• Work well within a team environment.
• Good time management skills
• Challenge established practice and processes to raise scheduling / cost issues with DM / BI / Capabilities.
• Perform all people processes for the team in line with HR policies.
• Assist with developing and documenting cross region scheduling processes.
• Ensure attrition target for the deal are met and closely monitored
• Provide input to Continuous Improvement
• Communicate LMS and other Scheduling tool issues or potential enhancements to Senior Scheduling Lead
• Responsible for people management, capacity/productivity utilization of the scheduling team.
• Conduct monthly 1:1 with subordinates and document the connect on tool.
• Responsible for monitoring and achieving the contractual agreed metrics.
• Scheduling transport for the team members and monitor no shows and cancellations.
• Maintain process specific DTP’s, SOP’s, LWI’s and make updates as required.
• What are we looking for?
• Organize scheduling tasks, resources, and priorities.
• Work with Delivery Services Management, BI, Capability leads to create viable, cost-effective annual or quarterly schedules and programs to agreed scheduling guidelines.
• Ensure Instructor resources are effectively and efficiently utilized against chargeability and utilization criteria.
• Ensure Cancellation policies are being followed for scheduling.
• Monitor the performance of all daily scheduling tasks in multiple Accenture / Client systems.
• Provide management reporting information to show team performance against output, quality standards, volume throughput, pipeline and completion in line with agreed measures (Client / Operations).
• Work with Delivery teams / BI / DSM to maintain accurate course, instructor and facility information (Matrices).
• Act as first point of contact for escalation of client and operational issues.
• Manage issues to resolution, where these fall within remit / scope.
• Pro-actively escalate potential serious / high-level issues to Senior Scheduling Lead (L8)
• Take the lead in supporting scheduling team daily activities, providing coaching where appropriate and ensuring that all client scheduling roles are covered Roles and Responsibilities:
• In this role you are required to do analysis and solving of moderately complex problems
• May create new solutions, leveraging and, where needed, adapting existing methods and procedures
• The person would require understanding of the strategic direction set by senior management as it relates to team goals
• Primary upward interaction is with direct supervisor
• May interact with peers and/or management levels at a client and/or within Accenture
• Guidance would be provided when determining methods and procedures on new assignments
• Decisions made by you will often impact the team in which they reside
• Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
• Please note that this role may require you to work in rotational shifts