5 days old

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: 2020-01-05

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Consulting Manager - Contact Center Strategy (Retail Banking)


Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast