Vice President – BPO F&A Sales and Client Relationship Management

14 - 24 Years
Mumbai, Delhi NCR
Not Disclosed by Recruiter
Posted: 34 days agoOpenings: 1Job Applicants: 696+Job Views: 2810+

Job Description

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

Salary: Not Disclosed by Recruiter

Industry:BPO / Call Centre / ITES

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Senior Management


Employment Type:Full Time, Permanent


Desired Candidate Profile

Please refer to the Job description above

Company Profile

Accenture Solutions Pvt Ltd

Accenture (NYSE: ACN) 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 worlds 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 477,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.


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Recruiter Name:HR

Contact Company:Accenture Solutions Pvt Ltd