Delivery Operations Associate Manager

Skill required: Talent Development - Learning Delivery Operations


Designation: Delivery Operations Associate Manager


Qualifications:Any Graduation


Years of Experience:10 to 14 years


What would you do The Senior Scheduling Lead is responsible for managing a team of Team Lead and Scheduling Analysts, which can vary by location, monitoring the operations to achieve service level agreements and serve as an escalation point to resolve client issues. The Senior Scheduling Lead has the responsibility of developing team members through coaching, counseling and mentoring activities. This role involves training team members, based on deep knowledge of operational procedures and policies and providing feedback to team members to improve performance. The Senior Scheduling Lead continuously looks for areas in which improvements can be made in operational process and assists in design and implementation of those initiatives. This individual provides and implements workable solutions to business issues or problems with minimum referral to management and conducts work planning
Talent Development involves creating and implementing programs to enhance employees skills and career growth. This includes training, mentoring, and performance management. The goal is to help employees reach their full potential and contribute effectively to the organization. Responsibilities also include identifying skill gaps and developing strategies to address them. This role is essential for fostering a skilled and motivated workforce.
Ensure successful delivery of learning solutions and review their effectiveness and applicability.


What are we looking for Qualifications:

Education:

Bachelors Degree

Work Experience:

Knowledge of typical scheduling methodology

A background in administrative roles.

Proven ability in team leadership roles / tasks

8 - 9 years business experience with similar background

Exposure to call center industry preferable

Project management skills (Planning Organizing)

Strong organizational skills

Ability to prioritize conflicting requirements

Strong analytical ability (to devise and produce coherent management reports and statistics)

People management skills (Coaching, listening, giving direction)

Database knowledge (Software programs such as MS Access / Excel etc. plus client systems)

Strong financial analysis skills (Cost vs. Revenue)

Excellent communication skills and ability to effectively communicate with various groups within the organization

English language proficiency required

Multi-cultural awareness

Passion for customer service

Deductive / reasoning skills

Critical thinking / problem solving skills

Work well within a team environment

Good time management skills


Roles and Responsibilities:

Work with Delivery Services Management, BI, Capability leads to create viable, cost-effective schedules and programs to agreed guidelines.

Accountable for Instructor resources are effectively and efficiently utilized against chargeability and utilization criteria.

Monitor the performance of all daily scheduling tasks in multiple Accenture / Client systems.

Provide management reporting information to show team performance against output, quality standards, volume throughput, pipeline and completion in line with agreed measures (Client / Operations).

Work with Delivery teams / BI / DSM to maintain accurate course, instructor and facility information (Matrices).

Act as first point of contact for escalation of client and operational issues

Manage issues to resolution, where these fall within remit / scope.

Pro-actively escalate potential serious / high-level issues to Client experience lead (CXL)

Take the lead in supporting scheduling team daily activities, providing coaching where appropriate and ensuring that all client scheduling roles are covered

Challenge established practice and processes to raise scheduling / cost issues with DM / BI / Capabilities.

Perform all people processes for the team in line with HR policies.

Assist with developing and documenting cross region scheduling processes

Ensure cross region scheduling processes are followed

Provide input to Continuous Improvement

Communicate LMS and other Scheduling tool issues or potential enhancements to Global Scheduling Lead


Qualification Any Graduation