Accenture
HR Service Delivery Associate Manager - Austin, TX (Posted yesterday)
The HR Service Delivery Associate Manager will oversee the operations of the Quality Analyst (QA), Subject Matter Expert (SME), and Team Lead roles within their function. This role involves monitoring end-to-end metrics, ensuring team performance, and partnering with clients on strategic planning and deployment. The Associate Manager will serve as an escalation point for dedicated functions.
Key Responsibilities
Monitor Performance: Oversee the performance of analysts, QA, and Team Leads, ensuring that all tasks related to their function are completed efficiently and effectively.
Strategic Planning and Deployment: Partner with clients to develop and implement strategic plans for the offboarding function, ensuring alignment with organizational goals.
Process Expertise: Maintain intimate knowledge of processes.
Conduct 1:1 Meetings: Regularly meet with tiered functional leads to provide guidance, support, and feedback on team performance and process improvements.
Escalation Management: Serve as the primary escalation point for dedicated functions, resolving complex issues and ensuring timely resolution.
Capacity Planning: Collaborate with WFM to plan capacity based on known changes and forecasted attrition.
Role Requirements Hours – Individual will need to be flexible to support meeting for APAC region.
While remote, the individual must reside within 100 miles of the posted office locations.
Basic Qualifications
Minimum of 2 years’ experience in a supervisory role within a customer service support environment.
Minimum of 1 years’ experience in client stakeholder management.
Preferred Qualifications
Proficiency in Google Suite.
Experience in quality assurance, auditing, or a related field.
Knowledge of Salesforce Lightning, Workday, or similar contact center & HR systems is a plus.
Experience with quality assurance software like Playvox or similar.
Familiarity with quality assurance methodologies and tools.
Professional Skills
Strong communication and interpersonal skills.
Ability to manage multiple tasks and prioritize effectively.
Detail-oriented with strong organizational skills.
Strong analytical skills and attention to detail.
Strong leadership and team management skills.
Ability to motivate and inspire team members to achieve their best performance.
Compensation Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below. We accept applications on an ongoing basis and there is no fixed deadline to apply.
Information on benefits is here: https://www.accenture.com/us-en/careers/local/total-rewards
Salary Range by Location
California: $73,800 to $182,600
Cleveland: $68,300 to $146,100
District of Columbia: $78,500 to $168,000
Illinois: $68,300 to $157,800
Maryland: $73,800 to $157,800
Massachusetts: $73,800 to $168,000
Minnesota: $73,800 to $157,800
New York/New Jersey: $68,300 to $182,600
Washington: $78,500 to $168,000
Accommodations 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 such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.
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, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
Accenture is an EEO and affirmative action employer of veterans/individuals with disabilities.
Accenture is committed to providing veteran employment opportunities to our service men and women.
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. Further, at Accenture a criminal conviction history is not an absolute bar to employment.
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 employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
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Key Responsibilities
Monitor Performance: Oversee the performance of analysts, QA, and Team Leads, ensuring that all tasks related to their function are completed efficiently and effectively.
Strategic Planning and Deployment: Partner with clients to develop and implement strategic plans for the offboarding function, ensuring alignment with organizational goals.
Process Expertise: Maintain intimate knowledge of processes.
Conduct 1:1 Meetings: Regularly meet with tiered functional leads to provide guidance, support, and feedback on team performance and process improvements.
Escalation Management: Serve as the primary escalation point for dedicated functions, resolving complex issues and ensuring timely resolution.
Capacity Planning: Collaborate with WFM to plan capacity based on known changes and forecasted attrition.
Role Requirements Hours – Individual will need to be flexible to support meeting for APAC region.
While remote, the individual must reside within 100 miles of the posted office locations.
Basic Qualifications
Minimum of 2 years’ experience in a supervisory role within a customer service support environment.
Minimum of 1 years’ experience in client stakeholder management.
Preferred Qualifications
Proficiency in Google Suite.
Experience in quality assurance, auditing, or a related field.
Knowledge of Salesforce Lightning, Workday, or similar contact center & HR systems is a plus.
Experience with quality assurance software like Playvox or similar.
Familiarity with quality assurance methodologies and tools.
Professional Skills
Strong communication and interpersonal skills.
Ability to manage multiple tasks and prioritize effectively.
Detail-oriented with strong organizational skills.
Strong analytical skills and attention to detail.
Strong leadership and team management skills.
Ability to motivate and inspire team members to achieve their best performance.
Compensation Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below. We accept applications on an ongoing basis and there is no fixed deadline to apply.
Information on benefits is here: https://www.accenture.com/us-en/careers/local/total-rewards
Salary Range by Location
California: $73,800 to $182,600
Cleveland: $68,300 to $146,100
District of Columbia: $78,500 to $168,000
Illinois: $68,300 to $157,800
Maryland: $73,800 to $157,800
Massachusetts: $73,800 to $168,000
Minnesota: $73,800 to $157,800
New York/New Jersey: $68,300 to $182,600
Washington: $78,500 to $168,000
Accommodations 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 such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.
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, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
Accenture is an EEO and affirmative action employer of veterans/individuals with disabilities.
Accenture is committed to providing veteran employment opportunities to our service men and women.
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. Further, at Accenture a criminal conviction history is not an absolute bar to employment.
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 employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
#J-18808-Ljbffr