1+ months

Consulting Manager - Contact Center Strategy (Retail Banking)

In this role, you will be part of our senior leadership team driving growth for Accenture Distribution & Marketing Services in North America and expected to work seamlessly within Accenture and with our clients to shape and implement a Customer Experience solution that addresses our clients business needs.

Distribution & Marketing professionals provide a wide range of services that help Banks and Financial Services Companies improve their multi-channel distribution capabilities and deliver exceptional customer, agent and employee experiences.

A professional at this position level within Accenture has the following responsibilities:
Provides solutions to complex business problems for area(s) of responsibility where analysis of situations requires an in depth knowledge of organizational objectives and demonstrates to work creatively and analytically (strong diagnostic skills).
Involved in setting strategic direction, expectations with clients and supervisors to establish near term goals for area of responsibility
Possesses strong executive presence and credibility at a client and/or within Accenture, which involves negotiating or influencing on significant matters
Has latitude in decision-making and determining objectives and approaches to critical assignments and is comfortable with fast paced projects and high-pressure settings
Strong analytics and ability to craft value propositions and business cases
Has the flexibility to be capable of working independently as well as managing large teams and/or work efforts at a client or within Accenture.
Ability to enter new client environments and produce results through the use of practical skills that are easily transported between different industries.
Expertise in Retail Banking with minimum of 10 years of prior experience defining, planning or leading transformational initiatives in a consulting or professional services firm(s) or as part of corporate strategy or transformational initiatives
Experience in Retail Banking, Wealth Management, FinTech or other industries with innovative sales and distribution models that could be applied to Financial Services
Minimum of 10 years of functional experience with Branch Network, Contact Center, Digital Channels (online, mobile, etc.) and CRM tools
Minimum 10 years of experience in distribution strategy, customer experience, traditional and digital marketing, sales, or service
Knowledge of Insurance, Wealth Management, and/or Capital Markets is a plus
Demonstrated leadership in professional setting; either military or civilian
Demonstrated teamwork and collaboration in a professional setting; either military or civilian
Bachelors Degree (Business, MIS or related), MBA preferred
Ability to travel 80% to 100%
Proficient in Microsoft Office tools (PowerPoint, Excel, Word)

Preferred Skills (tier 1):
Distribution strategy and operating model design and roadmap formation
Direct distribution models (digital and contact center) strategy and transformation
Traditional and digital marketing and customer analytics (next best action)
Distribution model design, and strategic roadmap formation
Omni-channel distribution models and digital sales / ecommerce

Preferred Skills (tier 2):
Digital bank business models
CRM / SFDC functional / program skills
Front office IT architecture
Sales origination and professional services selling

Professional Skill Requirements
Proven ability to build, manage and foster a team-oriented environment
Proven ability to work creatively and analytically in a problem-solving environment
Desire to work in an information systems environment
Excellent communication (written and oral) and interpersonal skills
Excellent leadership and management skills
Proven ability to manage large transformation programs management
Excellent project management skills

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 worlds 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 384,000 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.

Accenture does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, sexual orientation, gender identity or expression, or any other basis covered by local law. Accenture is committed to providing employment opportunities to current or former members of the armed forces. We are committed to employment equity. We encourage all people, including women, visible minorities, persons with disabilities and persons of aboriginal descent to apply.


Posted: 2019-12-02 Expires: 2020-02-21

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Consulting Manager - Contact Center Strategy (Retail Banking)


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