Accenture Hiring for Executive Assistant Supervisor at Bengaluru, Karnataka Full Time

Full Job Description
About Accenture:
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries,we offer Strategy and Consulting,Technology and Operations Services, and Accenture Song – all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com

About Entity:
Corporate Functions—including Human Resources, Finance, Legal, Marketing Communications, and Workplace Solutions- powers Accenture’s people across industries and functions to keep our business leading in the New. Join the heart and soul of Accenture, partnering with our extraordinary people to bring innovation into every organization.

Job description:
Job Title: EA Service Center Supervisor
Career Level: CL10 – CL8
Reports to: EA Service Centers Lead

JOB PURPOSE

To ensure a high level of customer service satisfaction through the effective and pro-active line management and career development of teams of Executive Assistants at all levels, enabling and ensuring provision of efficient, effective, professional and value-adding secretarial and administrative services to appointed executives, enabling the executives to focus their time according to their business priorities.

To be the first point of contact and issue resolution for customers on all matters related to Executive Assistant support.

To measure and report the quality of Executive Assistant support provided to customers within the framework of the EA Service Centers Model. To lead projects which support the EA Service Centers Model and which will deliver continuous improvement and customer satisfaction.

SCOPE

Reporting to EA Service Center Lead, the EA Service Center India Supervisor will be responsible for managing the following:
A team of Executive Assistants in an offshore location who are responsible for delivering service to a number of executives each using the appropriate support model approach
Customer satisfaction of the Accenture Leadership through monitoring the delivery of customer service and building customer relationships
Service quality through accurate measuring and reporting ensuring objectives are within boundaries set by agreed service level agreements

RESPONSIBILITIES AND ACCOUNTABILITIES

Driving for Customer Service excellence
Deliver excellence
Set and enforce policies and service standards, ensuring appropriate corporate control and business relevance in line with predefined standards. Act as role model for these standards and for professionalism and business ethics.
Question, challenge and drive the team to deliver the highest quality and relevant service.
Provide the first point of contact for all customer issues / requirements / communications in support of- and in conjunction with- the Stakeholder to achieve consistency of approach and to deliver customer excellence.
Ensure appropriate documentation (processes, know-how, manuals, aids, templates, trackers, etc.) to enable team delivering quality meeting or exceeding customer needs. Use approved/agreed formats and tools (e.g. Opex).
Operations management
Ensure operations are managed through systematic solutions which are documented and available for all team members (Internal Processes, Processes, Know-how documentation, Shift plans, Rosters, etc.).
Ensure that team follows service strategy of the stakeholder and of EA Service Centers.
Reporting
Ensure regular monthly- and ad hoc- reports production on defined metrics. Monitor performance against the strategy and revise/update priorities/strategies as appropriate.
Share reports analysis with relevant parties.
Administration
Keep mandatory relevant documentation up to date, such as Customer tracker, Team members’ tracker, and other as relevant and needed.

People Management
Building effective teams
Set and measure SMART goals, objectives and behavioral guidelines.
Organize teams to meet objectives, combine strengths to ensure each team is equally strong.
Ensure effective utilization of team’s capacity. Escalate to Manager trending capacity fluctuation.
Communicate in a proactive and inspiring way to motivate individuals and teams.
Communicate cascaded information related to vision, strategy, objectives and ad hoc messages to achieve clarity within the team.
Use Accenture tools to drive engagement, to utilize individual strengths, and to comply with Performance Achievement principles.
Apply various leadership techniques appropriately to reach needed goal.
Managing vision and purpose
Create strong morale and spirit in your team. Share wins and successes.
Define success in terms of the whole team.

Job Title: EA Service Center Supervisor
Career Level: CL10 – CL8
Reports to: EA Service Centers Lead

JOB PURPOSE

To ensure a high level of customer service satisfaction through the effective and pro-active line management and career development of teams of Executive Assistants at all levels, enabling and ensuring provision of efficient, effective, professional and value-adding secretarial and administrative services to appointed executives, enabling the executives to focus their time according to their business priorities.

To be the first point of contact and issue resolution for customers on all matters related to Executive Assistant support.

To measure and report the quality of Executive Assistant support provided to customers within the framework of the EA Service Centers Model. To lead projects which support the EA Service Centers Model and which will deliver continuous improvement and customer satisfaction.

SCOPE

Reporting to EA Service Center Lead, the EA Service Center India Supervisor will be responsible for managing the following:
A team of Executive Assistants in an offshore location who are responsible for delivering service to a number of executives each using the appropriate support model approach
Customer satisfaction of the Accenture Leadership through monitoring the delivery of customer service and building customer relationships
Service quality through accurate measuring and reporting ensuring objectives are within boundaries set by agreed service level agreements

RESPONSIBILITIES AND ACCOUNTABILITIES

Driving for Customer Service excellence
Deliver excellence
Set and enforce policies and service standards, ensuring appropriate corporate control and business relevance in line with predefined standards. Act as role model for these standards and for professionalism and business ethics.
Question, challenge and drive the team to deliver the highest quality and relevant service.
Provide the first point of contact for all customer issues / requirements / communications in support of- and in conjunction with- the Stakeholder to achieve consistency of approach and to deliver customer excellence.
Ensure appropriate documentation (processes, know-how, manuals, aids, templates, trackers, etc.) to enable team delivering quality meeting or exceeding customer needs. Use approved/agreed formats and tools (e.g. Opex).
Operations management
Ensure operations are managed through systematic solutions which are documented and available for all team members (Internal Processes, Processes, Know-how documentation, Shift plans, Rosters, etc.).
Ensure that team follows service strategy of the stakeholder and of EA Service Centers.
Reporting
Ensure regular monthly- and ad hoc- reports production on defined metrics. Monitor performance against the strategy and revise/update priorities/strategies as appropriate.
Share reports analysis with relevant parties.
Administration
Keep mandatory relevant documentation up to date, such as Customer tracker, Team members’ tracker, and other as relevant and needed.

People Management
Building effective teams
Set and measure SMART goals, objectives and behavioral guidelines.
Organize teams to meet objectives, combine strengths to ensure each team is equally strong.
Ensure effective utilization of team’s capacity. Escalate to Manager trending capacity fluctuation.
Communicate in a proactive and inspiring way to motivate individuals and teams.
Communicate cascaded information related to vision, strategy, objectives and ad hoc messages to achieve clarity within the team.
Use Accenture tools to drive engagement, to utilize individual strengths, and to comply with Performance Achievement principles.
Apply various leadership techniques appropriately to reach needed goal.
Managing vision and purpose
Create strong morale and spirit in your team. Share wins and successes.
Define success in terms of the whole team.

OUR COMMITMENT TO YOU:
You’ll benefit from our network of global communities and collaborative culture that will help you build technical and functional skills and capabilities. And because we serve more than 40 industries globally, you’ll have the opportunity to develop valuable industry-specific expertise.
o The scale of our capabilities and client engagements—and the unique way we innovate, operate and deliver value—will give you the opportunity to deepen your existing skills even as you help create the latest technology trends.
o You’ll have access to leading-edge technology.

CALL TO ACTION:
If you have a desire to help the world’s leading companies and governments, now’s the time to join the world’s largest and most diversified group of technology, business process and consulting professionals. Be part of a dynamic team of collaborative experts, and help us improve the way the world works and lives.