De027062-Service Delivery Ops Specialist
Posted on March 12, 2025 by Accenture
- Taguig, Philippines
- $nan - $nan
- Full Time
-ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE-
POSITION TITLE: Service Delivery Ops Specialist
WORK SETUP: Hybrid
OVERALL PURPOSE:
Manage a team of Senior Analysts, Analysts, Associates and new associates executing the processes related to Record to Reports.
RESPONSIBILITIES:
OTHERS:
Project Shift Schedule: Morning Shift
Project Rest Day: Weekends Off
Project/Team Location: Taguig, Uptown Bonifacio Tower 3
POSITION TITLE: Service Delivery Ops Specialist
WORK SETUP: Hybrid
OVERALL PURPOSE:
Manage a team of Senior Analysts, Analysts, Associates and new associates executing the processes related to Record to Reports.
RESPONSIBILITIES:
- Provides responsibility on OTC & PTP Tower overall performance to meet all agreed SLAs and KPIs.
- Responsible for activities assigned by the Service Delivery Lead.
- Timely reporting of OTC & PTP day-to-day team performance and issues.
- Assist Team in all activities performed within Manila Service Center including workload balancing and mediate concerns or clarifications to Onshore Team.
- Perform review and approval of processed documents by AP & AR Team for cash applications and billing.
- Handle Client discussion including concerns, process clarifications and scope alignment.
- Resolve complex inquiries including tasks and reports.
- Monitor SLAs and provide metrics report for the Management and Client.
- Monitor Team and individual performances.
- Handle procedure updates and coordinate approval and discussion with the Client.
- Handle escalations and implement process controls.
- Responsible for coaching and mentoring of direct reports.
OTHERS:
Project Shift Schedule: Morning Shift
Project Rest Day: Weekends Off
Project/Team Location: Taguig, Uptown Bonifacio Tower 3
SKILL AND QUALIFICATIONS: • Accounting, Finance or any Business related course with 5-7 years service delivery experience within BPO • Strong service management; financial, people and process management skills • Team management skills; Proven process improvement skills • Strong process change implementer, strong organisation and people management skills; Flexibility, especially in the closing periods • Excellent communication skills – both written and verbal • Excellent client relationship management skills • Excellent problem solving skills
Advertised until:
April 11, 2025
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