Job Description

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
Qualities Required:
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 driven environment
Good communication and presentation skills
Senior leadership interaction skills
Strong relationship management skillsAny Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.