Delivery Lead Manager

Skill required: Talent Acquisition - HR Delivery Strategy

Designation: Delivery Lead Manager

Qualifications:Any Graduation

Years of Experience:13 to 18 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do Own enterprise-level strategy, governance, and transformation across Support Services and Talent Enablement, including contact center (voice and non-voice), ticketing/helpdesk, onboarding, compliance, placement readiness, and redeployment. Provide executive ownership of SLAs, KPIs, commercial outcomes, service maturity, automation, and large-scale transitions.

• Provide executive leadership and governance for US Contact Center, Ticketing, and Onboarding operations, ensuring Day 1 readiness, compliance (including Form I 9 / work authorization controls), and contractual service outcomes across W2, Corp to Corp (C2C), and 1099 engagement models.
• Own onboarding lifecycle performance from pre boarding through post start stabilization, including service KPIs (SLA, AHT, FCR, CSAT), risk and audit readiness, vendor/BGC governance, automation/no touch enablement, and senior stakeholder escalations. What are we looking for Education Graduate Degree Total Years of Experience 1418 years of industry experience Total Years of Role Specific Experience 68 years in senior service delivery / support services / talent enablement leadership Skills / Knowledge Mandatory Vs Preferred Contact-center governance (AHT, FCR, CSAT, SLAs) Mandatory Service level & OLA governance Mandatory Onboarding strategy & compliance governance (beyond Day-1) Mandatory Placement readiness & redeployment program leadership Mandatory Vendor/WFM & capacity planning Mandatory Support strategy, KPI & dashboard design Mandatory Stakeholder mgmt & change leadership Mandatory Change/CI (Lean/Six Sigma) Preferred Roles and Responsibilities:
• Provide executive governance across contact center and ticketing operations, driving performance against SLA, AHT, FCR, CSAT, backlog, QA, rework, and productivity/occupancy targets.
• Own end to end onboarding operations, ensuring start class readiness and minimal start date slippage.
• Ensure strong compliance oversight with deep knowledge of Form I 9 timelines, document validation, reverification triggers, and exception handling to prevent compliance misses and delayed starts.
• Govern onboarding workflows across W2, C2C, and 1099 models, ensuring correct classification, documentation completeness, standardized checkpoints, and policy adherence through clear to start sign off.
• Own exception management and adjudication information to candidates (BGC discrepancies, drug test exceptions, missing/expired documents), with defined severity, TATs, and escalation matrices.
• Lead operational transitions, hypercare, service recovery and RCAs across onboarding and support services.
• Drive automation to reduce cycle time, manual effort, and error leakage.
• Govern capacity planning and coverage across shifts and time zones, ensuring right sizing, queue health, shrinkage planning, and peak volume readiness.
• Own vendor and partner governance (BGC/drug test providers, staffing suppliers, platforms).
• Establish contractual service governance (MBR/QBR cadence), executive dashboards, and reporting for onboarding funnel health, contact center performance, risk mitigation, and senior client escalations.
• Ensure audit and risk readiness through documentation hygiene, control checks, process adherence, and evidence capture.
• Partner with HR, Legal/Compliance, Finance, and Technology to align policies, engagement models, integrations, and change releases without disrupting BAU.
• Lead, mentor, and develop multi layer teams; set goals, run calibrations, improve QA, and embed a continuous improvement culture., Any Graduation