at Accenture in Dover, Delaware, United States
Location Negotiable;, must reside at least 100 miles to an Accenture Corporates office.
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, Interactive, Technology and Operations services-all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 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 (https://blog.accenture.com/nacandidatemarketing/2021/03/24/updated-accenture-boilerplate-new-of-employees/www.accenture.com) .
In today’s business environment, growth isn’t just about building value-it’s fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model-one that’s anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients-by harnessing talent, data and intelligence to revolutionize their operating models.
Operations is one of four services that make up one Accenture – the others are Strategy and Consulting, Interactive and Technology.
The Portfolio and Delivery Management Senior Manager will have oversight over a portfolio of state projects with headcount ranging between 1500 and 2500. They should be an expert in customer operations and familiar with workforce management, call center technology and managing multiple locations. This person in this role has ultimate responsibility for ensuring appropriate resources are mobilized and programs/projects/portfolios meet operational, contractual and economic commitments.Key Responsibilities:
+ Mobilize appropriate resources
+ Support sales opportunities and ensure the feasibility of the proposed solutions and delivery of the solution by leveraging Accenture’s full capabilities
+ Improve client and customer relationships working with Client Account and Account Management Team leadership
+ Plan, deliver and execute project(s) and program(s)
+ Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g., client-site, delivery center)
+ Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement
+ Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s)
+ Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies
+ Manage recruiting, staffing, people engagement, pyramid, mix, utilization, cost-to-serve and capacity of service delivery staff to optimize balance between cost and delivery targets
This role will may require 20-30% travel in the future. For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only. Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.Basic Qualifications:
+ Minimum of 10 years’ operations management experience in a Call Center and/or Customer Operations engagements
+ Minimum of 10 years’ experience in a people management role with responsibilities for projects with headcounts exceeding 300 people
+ Workforce services experience in a call center/contact center environment to include experience with one or more workforce management tools ( e.g. IEX, EWFM, Blue Pumpkin, Genesys)
+ Experience with State/Government projects: Unemployment Insurance, Medicare/Medicaid, other state benefits programs
+ Bachelor’s degree
As required by the?Colorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $115,000-188,599 and information on benefits offered is here. (https://www.accenture.com/us-en/careers/your-future-rewards-benefits)
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Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)
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Requesting An Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email (https://www.accenture.com/us-en/contact-us) or speak with your recruiter.
Other Employment Statements
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other em