04/03 Sujeetha M
Leadership Hiring at Accenture

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Accenture - Business Operations Leader - Service Desk (12-17 yrs)

Hyderabad Job Code: 671395

Level: Level 7 (Non-Technical)

Location: Hyderabad

Years of Experience - 12-14 years

BPO Industry/ Service Desk Operations


- Prior experience with Incident Management System

- Experience in Compass One / Phoenix

- Experience in Deal Management / Contract compliance

- Prior experience in Service Now/Ticketing Tools

- Green belt preferred


- Set clear expectations to the team on roles and responsibilities

- Guide and mentor Leads to help them perform their roles effectively and grow to next levels

- Build SME in each of the tracks so as to take the project to next level

- Track team tasks and ensure team is meeting the defined SLAs

- Have the Onsite members set at least two scheduled weekly meeting with application teams to present the performance and discuss improvements & feedback

- Provide guidance on any planned onboarding along with skills set required for a better preparation

- Identify any gaps in skills, plan and get the team trained

- Track the SLAs in coordination with onsite team and periodically publish the data

- Participate in all Monthly and Quarterly meetings with team and customers

- Identify risks and plan for mitigation strategies

- Skilled to handle incident management desk

- prior experience in conflcit management / Sales / OTC preferred

- Strong in MS Office including MS excel & PowerPoint

- Prior experience of CMT (Electronic & Hi-technology) industry will be preferred

- Excellent analytical capability

- Should be highly proactive

- Excellent communication skills

- Strong Leadership skills

- Strong Team handling skills

- Strong multi-tasking abilities

- Strong conflict/ issue resolution skills

- Excellent inter-personal skills

- 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, gender identity, or any other basis as protected by applicable law

Women-friendly workplace:

Maternity and Paternity Benefits

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