Service Delivery Lead - Spanish (evening schedule)

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Employer: Accenture
  • Human Resources - Psychology
  • Job type: full-time
    Job level: > 5 years of experience
  • Updated at: 21.01.2018
    Short company description

    Bring your talent and passion to Accenture – sharpen your skills, build an extraordinary career and play a key role in creating solutions that transform organizations and communities around the world.

    Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 411,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at

    We focus equally on employees’ development by creating a culture of excellence and offering extensive training programs that support professional growth.

    Our headquarter office is located in Bucharest, at Westgate Office Park, and we deliver services to our clients from the following offices:

    • Bucharest - WestGate Park, Preciziei Blvd., No. 24, Bl. H1
    • Bucharest - WestGate Park, Preciziei Blvd., No. 24, Bl. H1
    • Cluj-Napoca - Sigma Business Center, Republicii St., No. 109
    • Targu Mures - Multinvest Business Center, Aurel Filimon St., No. 19A
    • Bucharest - WestGate Park, Preciziei Blvd., No. 24, Bl. H1
    • Timisoara - City Business Centre, Brediceanu St., No. 10
    • Iasi - United Business Center 3 - C1, Palas St., No. 7B-7C


    • 5 years professional experience (minimum 3 years managerial experience);
    • Previous experience in business process area preferably in an operations environment (HR capability would be a plus);
    • Advanced written and verbal communication skills in English (min B2) and Spanish (min B2) - manages internal and external/client communications with individuals at all levels.
    • Ability to cover evening shifts: 14:00-23:00/ 16:00-1:00
    • Coaching/mentoring skills
    • Demonstrated issue management/problem solving skills
    • Discretion, professionalism, confidentiality and judgment.
    • Strong customer service skills
    • Strong organization skills, attention to detail and follow through to resolve any outstanding issues
    • Strong time management skills
    • Ability to develop /analyze/interpret data, rationale for alternative solutions to problems and take appropriate action
    • Ability & interest in training other team members
    • Ability to implement business solutions addressing specific needs of functional area or process, by researching Best Practices
    • Ability to set and strive to achieve specific, measurable, and challenging goals
    • Ability to motivate and develop people with a variety of development goals with minimal assistance from direct manager.
    • Ability to anticipate and identify emerging issues and act upon those that may affect areas of responsibility and affect other teams.
    • Advanced knowledge of company standard software. . email, Internet Explorer, Microsoft Office Package
    • Operations Management
    • Project Management
    • Cost Management
    • Operational Excellence
    • Service Performance Management and Metrics
    • Client Relationship Management


    The Service Delivery Team Manager is responsible for daily supervision of a team (., 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, ., 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, ., 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 (., 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, ., 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