Delivery Operations Associate Manager-Messaging

Skill required: Omnichannel - Customer Service


Designation: Delivery Operations Associate Manager


Qualifications:Any Graduation


Years of Experience:10 to 14 years


What would you do The Customer Service Associate Manager role supports a large, global client in the energy sector, delivered through Accentures BPMS / Customer Operations function. The role operates within a complex, multi-channel customer service environment, supporting both B2B and B2C service lines.

The Associate Manager is accountable for end-to-end operational delivery across multiple teams, with responsibility for service performance, people leadership, capacity alignment, risk management, and continuous improvement, in line with client contractual requirements and Accenture delivery standards. Client identity and data are managed in strict accordance with Accenture confidentiality and information security policies.


What are we looking for Strong experience managing multi-team Customer Operations delivery in a BPMS environment

Advanced understanding of SLA, KPI, QA, productivity, and cost-to-serve drivers

Proven capability in leading Team Leaders and senior operational roles

Experience managing complex escalations, service risks, and delivery dependencies

Strong analytical skills with the ability to convert data into actionable performance insights

Demonstrated experience in continuous improvement and service stabilization

Effective stakeholder-management and communication skills

Structured, resilient leadership style with strong delivery orientation

Working knowledge of CRM platforms, case management systems, and performance dashboards
Fluent proficiency in English (spoken and written) for leadership communication, escalation handling, and reporting

Additional language requirements may apply depending on client scope and supported markets

Role operates within client-defined service windows

Flexibility required for:

Extended coverage during peak periods or incidents

Leadership support across time zones

Business continuity and client-driven operational needs

Ability to operate effectively within a shift-based, client-aligned delivery model is essential.


Roles and Responsibilities: As a Customer Service Associate Manager, you will provide operational leadership and delivery governance across a portfolio of Customer Service Teams, typically through direct management of Senior Team Leaders and/or Team Leaders.

You will be responsible for:

Owning end-to-end delivery outcomes across multiple teams, including SLA, KPI, quality, productivity, and customer satisfaction performance

Leading and developing Team Leaders, ensuring effective people management, coaching, and succession planning

Ensuring stable and compliant service delivery, proactively managing operational risks and dependencies

Overseeing capacity planning, staffing alignment, and workload optimization in collaboration with Workforce Management

Managing end-to-end escalation governance, including high-impact customer, operational, or client escalations

Driving performance management discipline, including review of trends, root-cause analysis, and corrective action plans

Partnering with Quality, Training, SMEs, and Support Functions to improve capability, quality, and resolution effectiveness

Leading continuous improvement initiatives, including defect reduction, process standardization, and productivity uplift

Supporting financial and commercial discipline, including cost awareness, utilization efficiency, and delivery within contracted scope

Preparing and presenting delivery performance updates, insights, and risks to Operations and Delivery leadership

Supporting transition, stabilization, and change initiatives, including scope expansion, process changes, and system enhancements

Driving employee engagement, retention, and capability development within the delivery organization

This role carries direct people-management responsibility and acts as a key delivery leadership layer, bridging operational execution and management governance.


Qualification Any Graduation