Accenture - Vice President - BPO Clients Account Lead/Partner - Finance & Accounts

Level : Vice President

Designation : Senior Manager

Location : Mumbai / Delhi

Domain : Finance & Accounting

Client Region : India

Key Responsibilities :

Your role includes some or all of the following key responsibilities. You should review these in conjunction with career level guidelines to gain a clear understanding of the expectations for your role.

Client Service Team/Service Delivery Team Project/Support Team Management and Work Management

- Empower resources who commits to Client Service Team/Service Delivery Team to work and agrees on deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scope

- Assign team resources to work on communicating allocated budget, schedule, macro approach, and deliverables

- Empower to make decisions for their team and ultimately is accountable to ensure their team creates their deliverables on the budget, on schedule, and with appropriate quality

- Manage resources to achieve these assignments

- Track and create/provide team status using standard templates and actively participate in appropriate internal and external status meetings

- Maintain team's work plan and/or annual plan (e.g. resource assignment changes, schedule changes, completion status etc.)

- Approve team members time sheets, identify the source of any variances and drive plans to correct the same

- Identify and manage issues and risks and act as an escalation point within the team

- Work with other delivery managers and project managers to ensure Client Service Team/Service Delivery Team understands their accountabilities towards delivery and to work across the teams as needed

- For BPO, facilitate effective Management Operating System, ensuring timely reviews of process outcomes [(3X3) metrics, Key Performance Indicators (KPIs), Service Level Agreements (SLA)] and improvement/change initiatives

Competency and Skill Management

- 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

People Development and Management :

- Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts etc.)

- Develop and deliver quality and timely performance feedback, collecting input from all appropriate sources

Process Capability Development :

- 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 Client Service Team's/Service Delivery Team's process and/or project requirements and deliverables

- Monitor and analyze client and customer satisfaction through available escalation/complaint 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 the sharing of best practices

- May analyze and manage the 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.

Process Compliance/Consistency, Quality, and Continuous Improvement :

- Schedule, assign and track signoffs for deliverables owned by the team and validate the participation of appropriate contributors to each deliverable

- Validate appropriate contributors have participated in the creation/review of each team deliverable according to standard methods and/or processes

- Ensure teams execute processes according to standard methods or approved processes and ensure deliverables are completed as required in a timely manner

- Serve as a peer or process reviewer as appropriate and participate in Capability Maturity Model- Integration (CMMI) or other quality assessments as needed

- Identify continuous improvement and productivity improvement opportunities - maximize reuse, minimize redundancy, streamline, drive one-to-many approach etc.

- Participate in the creation of team deliverables as appropriate

Skill Name :

Expected Proficiency Level :

- Delivery Methods (ADM) - Proficient

- Account Management - Proficient

- Contract Management - Advanced

- Cost Accounting - Advanced

- Customer Interaction Handling - Advanced

- Demand Management - Advanced

- Estimation and Planning - Proficient

- Operational Excellence - Proficient

- Operations Management - Advanced

- Program and Project Management - Advanced

- SLA (Service-Level Agreement) Management - Advanced