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Ref: 471767

Team Lead - Risk Online Media Ops

  • Dublin
  • Not disclosed
  • Permanent full-time
  • Updated 28/04/2017
  • Elaine Egan

Description

The purpose of this role is to manage the Client Team based in Dublin, Ireland. The Team Lead will manage the multi-lingual group and is responsible for delivering high calibre customer service to the client’s customers.

 

Job Title                               Service Delivery Team Lead

 

Join Accenture in Ireland and help transform leading organizations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture, and make delivering innovative work part of your extraordinary career.

 

Accenture people build careers in four different areas of our business: Consulting, Technology, Outsourcing and internal Corporate Functions.  Each area offers a unique career experience and a compelling mix of work and training opportunities, work environment and structure for career progression.

 

Overall purpose of job

 

The purpose of this role is to manage the Client Team based in Dublin, Ireland. The Team Lead will manage the multi-lingual group and is responsible for delivering high calibre customer service to the client’s customers.

 

The Team Lead will represent the team in communications with the client and provide all levels of support when necessary. They are the main point of contact for the client and act as the point for escalation. They are responsible for all aspects of the process and will liaise closely with global counterparts. There will be a strong element of new process incubation, induction and process improvement

 

Main Responsibilities/Accountabilities: 

 

  • Provide the client with SLA and metric reporting on team performance
  • New process incubation and induction
  • Continuous  improvement strategies and ideas
  • Risk and issue management
  • Escalation and support
  • Performance management:  career counselling, coaching, performance development, 1:1's, mentoring
  • Support team to achieve results with the highest possible standard of quality and delivery
  • Coordinate coverage across languages and processes
  • Leverage Accenture internal knowledge groups to support team
  • Complete all Team Lead responsibilities in accordance to Accenture's policies
  • Drive and manage  Global initiatives
  • Allocation and distribution of tasks across languages and processes
  • Provide Insight to client on business trending
  • Improve business processes within the team
  • Identify opportunity to add value to client
  • Understand the current environment and suggestion and implement ideas  for improvement
  • Drive for global standardisation where possible
  • Responsible for maintenance and review cycle of process documentation
  • Create and maintain project documentation relating to projects
  • Working with Accenture internal teams to identify and implement best practice opportunities
  • Ensure all reports are delivered accurately and timely in accordance with the statement of work
  • Drive opportunity for improvement across the operation
  • Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client.
  • Promote an ethos and culture of improvement across the teams in the global delivery network
  • Flexibility around working hours and some international travel may be required
  • Communicate and celebrate success and achievements

 

 

 

Qualifications

 

Required Skills/Competencies/Experience

 

  • 3-4  years team management experience in an international environment
  • Strong interpersonal skills
  • Fluent and written English
  • Compliance background advantageous
  • Ability to work on own initiative while in a Team environment
  • Excellent organisational & time management abilities
  • Strong negotiation skills
  • Analytical approach to problem solving
  • Ability to establish and maintain key relationships across both Accenture and the Client’s organisation
  • Prior experience working in an environment of frequent change

 

Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.

 

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us atwww.accenture.com.

 

 

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Accenture Ireland

Accenture Ireland

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