Team Lead- SMB, CL10

Job description

Main Responsibilities/Accountabilities:

· Provide the client with SLA and metric reporting on team performance

· New process incubation and induction

· Continuous improvement strategies and ideas

· 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

· 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

Desired profile

Qualifications :

Required Skills/Competencies/Experience

• 2-4 years' team management experience in an international environment and Customer Services background.

• 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

• Prior experience working in an environment of frequent change



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.

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.