1+ months

Financial Services - Customer Insight & Growth - Contact Center Manager

Chicago, IL 60664

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 469,000 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 Consulting: Your Unique Place in our Global Collective

Being part of Accenture Consulting means becoming an expert at making the New happen Now. To us, the New is all about the wise pivot that turns constant disruption to continuous reinvention. We are an innovation led-company that works at the heart of our clients organizations so that no matter how complex the business challenge, we face the future with confidence.

If you love solving challenges and not just studying them, then Accenture Consulting is the right place for you. Join us to develop your ideas into provocative points of view and transformative insights that help shape industries. Youll work with an amazing and diverse mix of world-class experts with access to one of the most robust portfolios of capabilities and ecosystem relationships in the industry. Together, youll do so much more than consult.

Coming here means future-proofing your career and going as far as your ambition takes you. Becoming a tech-savvy, well-rounded, multi-disciplined and market-relevant advisor doesnt happen by chance. We invest in training and development in a big way, so you can build your future along with ours, creating an impactful career unique to you. Ultimately, we believe we is greater than me and that diverse perspectives lead to the best solutions. Joining Accenture Consulting means you will learn, innovate and lead, and together we will improve the way the world works and lives.

Accenture's Customer Insight & Growth Service helps the Chief Operating Officers, Channel Executives (Contact Center, Agency, Branch), Chief Marketing Officers, and Distribution and Digital Leaders at Financial Services organizations. Our objectives are to enhance customer engagement, grow revenues, cut costs serve, and stay ahead of the market. We apply a blend of experience-led design, financial services expertise, and market-leading technology. Distribution & Marketing is part of global network of nearly 50,000 financial services professionals developing and delivering leading strategies and solutions. These capabilities and are combined with Accenture assets to create new business models that drive high performance across our clients organizations.

In this role, you will be part of Accenture Customer Insight & Growth team in North America and expected to work seamlessly within Accenture and with our clients to shape and implement a contact center supported Customer Experience solution that addresses our clients business needs. Success in the role relies upon an understanding of the relationship between operations, channels, and the customer experience.

A professional at this position level within Accenture has the following responsibilities:

+ Develop solutions for contact centers to drive the right customer experience, to fuel growth and reduce costs both IT and Operational, in coordination with other channels.

+ Leverage new contact center technologies as part of solutions such as cloud contact centers, artificial intelligence, machine learning and underlying architecture

+ Provide solutions to complex business problems where analysis of situations requires an in-depth knowledge of organizational objectives, and apply the ability to work creatively and analytically (strong diagnostic skills).

+ Possesses strong credibility at a client and/or within Accenture, which involves negotiating or influencing on significant matters

+ Be comfortable with fast paced projects and high-pressure settings

+ Lead a contact center / customer experience assessment supported by a project team or participate in a larger engagement as part of a team

+ Work independently at a client or within Accenture

+ Create financial, benefit and cost models containing key metrics both driving and changing as part of solutions for Accentures clients

+ Enter new client environments and produce results using customer contact experiences that are easily transported between different industries

Basic Qualifications

+ Expertise in Banking, Wealth Management, Insurance, FinTech and/or other industries with sales and distribution models that could be applied to Financial Services

+ Minimum of 3 years of prior experience defining, planning or leading transformational initiatives in a consulting, professional services firm(s), or as part of corporate strategy / transformational initiatives

+ Minimum of 3 years of functional experience improving Branch / Agency Network, Contact Center via Mobile & Online user applications, CRM, policy/account solutions, knowledge management, lead management, and/or workflow

+ Minimum 3 years of experience in customer experience or customer service transformation

+ Bachelors Degree (Business, MIS or related), MBA preferred.

+ Ability to travel 80% to 100%.

+ Proficient in Microsoft Office tools (PowerPoint, Excel, Word)

Preferred Skills:

+ Design of distribution model improvements, and strategic project roadmap formation

+ Branch model / format design / network planning

+ Direct and traditional distribution models (digital and contact center)

+ Contact center operating model & organizational alignment

+ Front office IT architecture

+ Digital bank or insurance business models

+ CRM / SFDC functional / program skills

+ Contact center cloud solutions

+ Artificial intelligence and machine learning

+ Customer experience design

Professional Skill Requirements

+ Demonstrated 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

+ Excellent project management skills

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 Visa (OPT), TN visa or any other non-immigrant status

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities

Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.


Posted: 2019-06-24 Expires: 2019-11-08

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Financial Services - Customer Insight & Growth - Contact Center Manager

Chicago, IL 60664

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