Service Delivery Team Leader with English

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation-led company with 738,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
In Romania, Accenture operates since 2006 and now has more than 4500 people in Bucharest, Timisoara, Iasi, Brasov, Cluj-Napoca and Targu Mures who offer solutions in Strategy & Consulting, Technology, Industry X & Intelligent Operations to our clients from Banking & Insurance, Telecommunications, Automotive, Retails, Energy, FMCG & more.

· 3 to 5 years work experience with previous managerial experience;
· Fluency in English
· Previous experience in Human Resources area is mandatory;
· 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 adapt to changing environment and support of multiple clients
· Ability to motivate and develop people with a variety of development goals with minimal assistance from direct manager

•Assign team resources to work communicating allocated budget, schedule, macro approach and deliverables

•Manage resources to achieve these assignments

•Track and create/provide team status using standard templates and actively participate in appropriate internal and external status meetings

•Maintain the team’s portion of the work plan and/or annual plan (e.g. resource assignment changes, schedule changes, completion status, etc.)

•Approve team member time sheets, identify the source of any variances, and drive plans to correct variances


Process Capability Development

•Serve as process expert/coach for the team’s deliverables

•Drive methods adoption and act as an expert in how to cost effectively deliver the Client Service Team’s/Service Delivery Team’s process and/or project requirements and deliverables

•Monitor and analyze client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements

•Identify and implement productivity improvements ensuring adherence to appropriate project gating and business case approval requirements.

•Identify areas for performance improvements, and coordinate implementation

•Manage team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime, etc., and escalate issues when required according to established practices

•Manage staffing assignments and role changes

•Support recruiting and interviewing potential new team members

•Balance workloads and skill sets across clients to support one-to-many delivery


Competency and Skill Management

•Manage and develop team competency coverage through cross-training, leadership development and succession planning

•Monitor and manage team goals and performance and ensure team understands how they align and relate to broader business goals and strategies



People Development and Management

•Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts, etc.)

•Develop and deliver quality and timely performance feedback, collecting input from all appropriate sources