Team Leader with Spanish - Disputes team

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 preferably with previous managerial experience;
-Previous experience in business process area e.g.Learning, HR, Billing, Payments, Collections, Payroll, Pre-Payroll, Contact Center, preferably in an operations environment.
-Demonstrated expertise in process area
-Advanced English and Spanish
-Strong customer service skills
-Demonstrated issue management/problem solving skills
-Advanced written and verbal communication skills; manages internal and external/client communications with individuals at all levels.
-Ability to function effectively as a team member and organize work activities for others on the team
-Ability to develop /analyze/interpret data, rationale for alternative solutions to problems and take appropriate action
-Ability to set and strive to achieve specific, measurable, and challenging goals.
-Advanced knowledge of company standard software. E.g. email, Internet Explorer, Microsoft Office Package

-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
-May perform data entry or other client related tasks in various systems, as required
-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
-Prepare, analyze and interpret complex reports/information and formulate conclusions
-Ensure that all of the client responsibilities occur in accordance with the Statement of Work and Service Level Agreement with client(s)
-Act as technical and functional resource and Subject Matter Expert for team members, peers and/or clients as assigned
-Drive measurable Customer Satisfaction
-May be accountable for ongoing management of effective client service relationship in one area of the business, by acting as main point of contact for senior client
-Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project’s overtime needs
-Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables
-Assist with providing operational statistics and escalate operational issues to direct manager

We offer:
- Relocation package for candidates from other cities/ countries;
- Attractive benefits package including: coverage of public transportation, private medical services, private pension, life insurance, gym subscription or medical services for a member of the family, meal vouchers for each working day, interactive library subscription;
- Opportunity to practice Spanish with native speakers;
- Access to a global network of knowledge and resources;
- Extensive training through a variety of methods – online, classroom, etc;
- Opportunities to develop your skills and gain valuable practical experience in your field of expertise, and to develop skills in other industries;
- An experienced Career Counselor to guide you and check on your progress;
- Interesting and challenging work for the world’s leading companies – our clients;
- Professional growth opportunities that recognize individual contributions and performance;
- A flexible approach that allows an appropriate work/life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life.