AccentureService Delivery Ops Senior Team Lead
Apr. 2022Dublin, County Dublin, Ireland · Hybrid• Lead a team of Team Leads (who manage 20 people each) in a fast pace environment with multiple priorities and constant change
• Monitor delivery of a project, working with the Service Delivery Lead and Associate Director to determine the project plan, timeframe, and estimates
• Manage workload among Team Leads to ensure even distribution of responsibilities
• Coach and mentor employees by effective team management, 1:1s, mentoring, career counseling and development, constant feedback, wellness checks
• Ensure tasks and deliverables are in accordance with the statement of work and SLA's; monitor delivery of performance and quality using metrics and status reporting • Communicate across global stakeholders to manage expectations, accountability and impact
• Coordination of various changing teams to manage deliverables and client expectations
• Recruitment of new team members for different roles
• Conduct daily huddles with the Team Leads to cascade updates, check status and ensure team engagement • Deliver results through innovation, projects and process improvement to consistently exceed goals • Drive quality and accuracy processes to ensure team alignment and consistency • Act as point of contact for escalations • Client management • Responsible for ensuring the flow of information, from the client to the agents and vice-versa
• Liaise with the client's points of contact to work on process improvements