Service Delivery Team Lead with SPANISH

Short company description

Accenture is a global management consulting, technology services and outsourcing company, with approximately 246,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$25.5 billion for the fiscal year ended Aug. 31, 2011.
To find out more about our company, current openings and how you can use and improve your skills, visit our website accenture.ro/cariere and LIKE us on facebook.com/accentureinromania.

Requirements

· 3 to 5 years work experience with previous managerial experience;
· Fluency in Spanish and English
· Previous experience in business process area e.g. HR, Customer Service, preferably in an operations environment
· Coaching/mentoring skills
· Strong customer service skills
· Strong organization skills, attention to detail and follow through to resolve any outstanding issues
· Strong time management skills
· Advanced written and verbal communication skills; manages internal and external/client communications with individuals at all levels.
· Ability to motivate and develop people with a variety of development goals with minimal assistance from direct manager

Responsibilities

Job Summary:

The Service Delivery Team Lead is responsible for daily supervision of a team (e.g., delivery, process, business operations). He/she manages the workload of the team, may make work assignments, and has responsibility for developing team members. This job also operates as a subject matter expert and may be the escalation point for issue resolution and customer escalations. The job manages effective internal/external client relationships within a defined area of responsibility, and builds client relationships in the wider group or unit. This job also exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business.

Key Responsibilities:
• Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team
• Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately
• Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
• May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
• Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from direct manager.
• Perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency
• Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases
• Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content
• Create annual team objectives with direct manager approval. Monitor and coach team to meet objectives
• prepares, coordinates and conducts performance appraisals, and counsels employees on career and performance/disciplinary issues
• Drive team engagement