Accenture Global Transformation Lead in Boston, Massachusetts
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People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
Program Specialist Services professionals provide project-based support services within centers. These professionals support the delivery and execution of our key projects with specialized services.
Reporting to the Credit Services Business Support Manager, the Global Transformation Lead is accountable for Program transformation initiatives, the success of our recently deployed call recording initiative, driving continuous improvement throughout the Operation, and the Credit Services Training function.
Serve as client leadership interface in all areas related to ongoing transformation initiatives and process modification/enhancements.
Identifying, communicating, and reporting on Credit Services transformation efforts baselines and return on investments (ROIs).
Process analysis and design/redesign, transformation project metrics, and measurement of ROI.
Provide primary leadership to drive the realization of call recording initiatives, measure success, and report results to client leadership.
Manage and oversee the global Continuous Improvement Program (CIP) and Training areas within Credit Services.
Identify areas for standardization and integration between the portfolio teams within functional areas.
Complete a comprehensive skills analysis of all team members and identify areas for development and utilization of skill sets.
Conduct reviews with Operations and Quality Assurance teams to identify training or process adherence gaps.
Report to Leadership on training completions and feedback.
Review monthly scorecards to identify trends and performance of Delivery Centres in their controls activities and evaluate if a training intervention will close the gap.
Interaction with senior management at a client level and/or within Accenture, involving matters that may require acceptance of an alternate approach.
Establish a standardized system for logging training requests
Manage issues to resolution, where these fall within remit / scope.
Minimum of 5 years of experience in transformation or change management
Minimum of 3 years of experience in transformation project metrics and measurement of ROI
Experience in leading organization through large or complex organizational changes, projects or transformations
Experience in Training analysis and design/redesign
Prior background or experience in client or marketing communications
An experienced people manager, with exposure to dealing with people of many different cultures.
Ability to work effectively and flexibly with Operations resources from different global locations
Client facing / BPO experience
Project management experience
Languages beyond English would be advantageous
Previous experience in a finance / credit services environment
Professional Skill Requirements
Excellent communication and presentation skills
Excellent organizational and time management skills
Experienced in coaching and mentoring a team of professionals
Results focused, problem solver with an operational mindset
Ability to manage multiple ongoing tasks and balance workload effectively against deadlines
Proven ability to build, manage and foster a team-oriented environment
Proven ability to work creatively and analytically in a problem-solving environment
Excellent leadership and management skills
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.
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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
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