上海招聘

Job Summary

The AEE Dalian Operations Lead is responsible for leading the cross-functional resources which support the effective service delivery of the location. The Ops Lead also manages the execution of the AEE Dalian service center strategy and deployment of projects under the leadership and direction of the AEE Dalian Service Center Director and AEE Global Cross Operations Director. The role boards the opportunities identified for the center and aligns processes, people and tools to achieve its objectives. Include in responsibilities is the day-to-day supervision of all operations team members in the center, which may include resources working in support of Global process operations.

Key Responsibilities
Work under the direction of the AEE Dalian Service Center Director and AEE Business & Operations Service Director.
Accountable for development and management project business case; help define projects to realize desired outcomes. Projects include but are not limited to transition projects from onshore locations to AEE Dalian.
Manage the integrated customer contact center and manage the execution of CRM strategy and service delivery of the CRM team by working with key stakeholders
Managing all functional aspects of Service Management wrt. Key Customer Groups - including Service Level Documentation (SLA), Performance Management(KPI), Chargebacks/Allocations for services rendered, Customer Satisfaction and Performance Management reporting .
Manage and execute achievable and realistic initiatives plans focused on the mission and strategic objectives. Plans will include coordination with organizations such as recruiting, training, technology, finance, etc., in order to successfully board work into the center.
Identify management and operational issues, risks and barriers to growth or operations under the direction of the AEE Dalian Service Center Director. Inform the deployment team as appropriate.
Lead/Implement various local change management aspects to support the overall service center or initiative. May also be involved in journey and program management activities.
Provide leadership with the recommendations, resolutions and necessary communications to support deployment, operations, and special initiatives.
Develop deployment and project rollout plans and share best practices across teams under the direction of the Service Center Director and GSCO Global Operations Director.
Champion Continuous Improvement efforts for the center and in the geography; Sample activities are: maintain local Continuous Improvement methodologies and COE, rosters of Ops Ex like resources, prepare management reports, which articulate operational inefficiencies, recommendations to close gaps and drive the implementation of solutions.
Provide guidance and direction to management and taskforce teams on the implementation (design and execute plan) of various program strategies or initiatives within the service center and across the AEE global initiatives.
Work/interface with the Service Center Director and other leadership to drive service center results and share best practices.
Maintain knowledge of Accenture’s business and proactively recommend/integrate changes into AEE programs.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time to this job.
Qualifications
Education: Undergraduate business, accounting or organization design degree preferred
Work Experience: Typically has minimum of 8+ years of experience. Pr

埃森哲（中国）有限公司诚聘