Accenture Federal Services
Federal Service Delivery Ops Associate Manager
San Antonio, Texas Area, US - Management Consulting
Organization: Accenture Federal Services
Location: San Antonio, TX
Accenture Federal Services, a wholly-owned subsidiary of Accenture, helps U.S. federal agencies build the government of the future. With 4,000 dedicated US employees, Accenture Federal Services is uniquely positioned to support federal agencies in shattering the status quo, achieving profound efficiencies and relentlessly delivering results. Accenture Federal Services is a long-time and trusted resource for the federal community. Every cabinet level agency in the United States-and 20 of the country's largest federal government agencies-have worked with Accenture Federal Services to achieve outcomes and move toward high performance. Join us and you can help our federal clients achieve what matters most, powering the services that touch the nation every day.
The Service Delivery Operations Associate Manager
- Manage team towards meeting previously defined Service Level Agreements (SLA)
- Monitor and report project progress and status to key stakeholders
- Managing resources meet the goals of the business and clients
- Provide training and education on Earned Value Management concepts, client systems, and standard processes
- Facilitate project governance and reporting, and creating models to improve team performance
- Lead the development and maintenance of project standard work.
- Serve as the team's Earned Value Management (EVM) subject matter expert
- Provide annual performance feedback for all San Antonio based team members
- 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.
- Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner
- May 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, role aids, and views in databases
- Prepare and analyze 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 subject matter expert for team members, peers and/or clients as assigned
- May act as a point of contact for senior client representatives
- Anticipate, identify, and assess complex issues/problems.
- Develop and implement a corresponding plan of action to bring the situation to resolution.
- Communicate changes to supervisor and assist other team leads with resolutions, as needed
- Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvement
- Required to direct work within clear budget guidelines
- Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs
- Required to direct work within clear budget guidelines
- 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 supervisor
- Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content
- May create annual team objectives with supervisor approval. Monitor and coach team to meet objectives
- May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues
- May participate, either voluntarily or through supervisor's request, on task forces, process teams, committees and special projects
- Ensure completion of time and expense reports for self and team members per policies. Maintain accurate records for chargeable time to client projects
- Manage numerous, complex projects requiring high level capabilities with minimal supervision
No salary provided
Posted November 27, 2014 at 12:51AM from LinkedIn http://ift.tt/1FrVxK8
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