Regional CX Delivery Sub-Lead
LOCATIONS:
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.
PURPOSE OF JOB:
Accenture Procurement BPO Services provides a complete source-to-pay offering focused on driving real business outcomes. Our Sourcing and Category Management model, procure-to-pay utility and global delivery network help our clients reduce their cost of acquiring goods and services, maximise vendor performance and improve sourcing and procurement efficiency.
The Contractor Exchange (CX) is Procurement BPO’s contractor management service. Supported by the IQNavigator vendor management system, the CX offers a fully managed contractor and temporary labour procurement and management solution to Accenture and external BPO clients, including:
Management and fulfillment of new contractor requests and extensions, including candidate identification and CV screening
Benchmarking and negotiation of contractor costs
On-boarding and management of suppliers including recruitment agencies / brokers and IT Companies / consultancies
End user support via onshore teams and offshore helpdesk
Production of CX delivery metrics
The Regional CX Delivery Sub-lead will provide support to the GM Cx Lead for delivery of the CX service in the Growth Markets (excl. India and LatAm), including management of the onshore and offshore CX delivery teams, meeting or exceeding agreed service levels, setting and implementing a strategy for expansion of the CX service, and supporting new BPO sales opportunities.
The Regional CX Delivery Sub-lead will also be expected to contribute to the success of the Accenture Procurement BPO business model through knowledge-sharing and participation in category and community activities.
MAIN ACTIVITIES / TASKS:
CX Service Delivery / Optimisation
Manage the operational onshore CX teams, ensuring issues are managed and service SLA’s are met or exceeded
Manage and develop the relationship with key client stakeholders
Align the CX service delivery with the sourcing & category management activity in each location, through close communication and cooperation with all Subcontractor Category Leads
Act as ‘key client’ and service manager for offshore delivery teams supporting the CX process including the support model and helpdesk service provided by Accenture’s BSS team
Ensure that CX operational documents and processes are kept updated and followed by all local CX delivery teams
Ensure that all internal controls are effectively completed in accordance with agreed guidelines
Manage CX operations within agreed operating budgets
CX Service Development and Continuous Improvement
Improve the consistency of the CX operations in countries not supported by IQNavigator, and create a single manual CX delivery process to be implemented in all countries not using IQNavigator
Support Internal Audits and act as conduit for the local teams to agree on actionable and reasonable action plans. Also, oversee completion of agreed action items.
Agree, implement and continuously improve operating standards for all aspects of the CX service delivery, including operating processes
Define and prioritise IQNavigator enhancement requests, and work with the global relationship owner to ensure required enhancements are implemented
Coordinate with CX delivery teams outside Growth Markets to ensure continued development of closer global standards
Set the strategy for future IQNavigator deployments and support the implementation projects
Support new client sales opportunities by acting as CX subject matter expert
People Management
Provide leadership through proactive management & development of the CX Delivery teams
Set team and individual goals & performance objectives, in alignment with subcontractor category targets
Manage the performance process for direct reports, and career counselees (as appropriate)
Conduct recruitment and ad hoc personnel management activity as required.
Qualifications
REQUIRED SKILLS / EXPERIENCE
Knowledge of the Subcontractor category and marketplace is preferred, including one or more of the following areas:
IT Contractors
Temporary Labour
Consultancy Services
Management experience, including management of multi-national / virtual teams and stakeholders
Experience in defining and implementing service levels, and delivering services within agreed SLA’s
Attention to detail, with the ability to quickly analyse data, identify trends and inaccuracies, and summarise information for communication to business stakeholders
Initiative, ability to motivate, with positive and customer focused attitude
Experience of building senior-level relationships within client & supplier organisations
Strong analytical, written and oral communication skills, and excellent presentation skills
Ability to work in a fast-paced and results driven team environment
Competent in the use of Microsoft Office IT packages – (Word, Excel, PowerPoint, Outlook, and Project)
Willingness to travel frequently (20-50%) within Growth Markets (When travel is permitted)
Fluent in English, and ideally another Growth Markets language
EDUCATION / QUALIFICATIONS
University Degree from a recognized institution.
You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
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.
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