DE033245-Business Interlock Assoc Manager

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POSITION TITLE: Business Interlock Assoc Manager

WORK SETUP: Return to Office

OVERALL PURPOSE:

The Capability Development Training Lead is primarily responsible for managing the end-to-end planning and execution of training processes for Accenture Operations. This includes training delivery of the new hire end to end process, continuous education, company background and industry policies.

RESPONSIBILITIES:

1. Clinical Training Delivery and Management:

• Operational Training End to End Planning, Execution and Management for all on boarding associates, Team Leads and other support functions baked in the organizational set-up of the project;
• Management of all training resources;
• Implementation of the Four Levels of Evaluation to measure training effectiveness for continuous business process improvement;
• Implementation/Roll-out of required up-skilling, new products and services training, cross-skilling and continuous education program(s) and other training/education as needed to meet the identified business need(s).

2. Assessment of Training Needs:

• Performance trends and training needs analysis to help the project improve performance or manage performance outliers through training or coaching intervention programs;
• Implement the review, design/development (when necessary) and assessment of training curriculum, content/learning materials, approach/methodology and performance evaluation process.

3. Reporting

• Generates, reviews and distributes required training reports such as training trends and activity reports to Operation Leads and/or Clients
• Maintains collection and tracking of relevant Training data
• Assists with team-specific reporting activities, including productivity reports, end of shift reports, and other operations-related reports all pertaining to trainees’ performance

OTHERS:

Project Shift Schedule: Rotation

Project Rest Day: Rotation

Project/Team Location: Client Site - Non-Accenture FacilitySKILL AND QUALIFICATIONS:

• At least 7 years of training experience
• At least 5 years contact center experience
• No specific domain requirement
• With training management experience, i.e., door to floor (if there is a new LOB, resource will manage end to end training (running training, performance improvement)
• With stakeholder management experience
• With good team management experience
• Performance improvement experience, i.e., bottom quartile or NPS improvement

• Excellent comms skills

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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