OTC/Collections Service Delivery Manager  

As a Collections/OTC Service Delivery Manager, he/she is responsible to various tasks and action items around management of teams and interacting with clients and stakeholders.

He/She should be able to make independent decisions, which have major day-to-day impact in area of responsibility, and may influence direction of other areas.

Aside from these, he/she is responsible of the following:

• Accountable for results of work to both Accenture and client.
• Responsible for medium-term planning, objective setting, and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals.
• Contributes to policy setting at a senior level.
• Identifies, assesses and resolves complex business problems/issues and provides alternative scenarios.
• Provides and implements business-focused solutions within time/cost constraints.
• Accountable for developing and managing key internal/external client relationships across sphere of influence, including situations in which no relationship previously existed.
• Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones.
• Accountable for performance against financial parameters, and monitors and reports on budgetary aspects within own area.

• At least 3 years managerial experience
• Strong OTC experience
• Management reporting experience
• Managing measured productivity of team
• Experience managing productivity-driven operation
• Ability to perform special projects as needed in addition to daily responsibilities
• Flexibility to work straight night shift and overtime; or swing shift
• General knowledge of human resources policies and procedures
• Ability to organize staff and supervise workload for maximum efficiency
• Ability to quickly identify and provide recommendations on issues
• Strong communication both written and oral