Accenture Global Transformation Lead in Boston, Massachusetts

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

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.

Job Description

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.

Key responsibilities:

  • 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.

Basic Qualifications

  • Bachelors Degree

  • 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

Preferred Qualifications

  • 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

  • Detail oriented

  • 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.

Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women