Within Operations, we are growing our Digital Inside Sales (DIS) team. Our groundbreaking approach to sales brings clients the right combination of trusted technical sellers and innovative technology, powered by data and insights.  
This individual will need a comprehensive understanding of operational requirements, performance drivers, and key challenges, along with a strong grasp of the client’s program goals, strategic priorities, and areas of concern.
As a key client-facing role, the Cross-Functional Delivery Lead will serve as a critical liaison between our business support teams and the client, ensuring alignment across initiatives. They will collaborate closely with our Client Leads and Account Leadership to execute global priorities, lead strategic projects, and drive Operational Excellence through oversight of operational design enhancements, implementation, and continuous improvement of Client’s Delivery programs. This role is essential to driving consistency, accountability, and measurable impact across our service delivery.
Role & Responsibilities
Collaborate with Accenture Global Client Leads and Account leadership to execute projects and drive global priorities.
Provide direction to Reporting team to identify Data Driven insights and help define initiatives that will drive program impact.
Drive Business Transformation & Continuous Improvement. Work closely with Business Transformation partners to prioritize initiatives, ensure accountability for execution and timelines, measure impact, and actively engage the client by communicating initiative/project focus& goals, help needed, timelines, and results.
Ensure OKRs for Client Program, QA and Training are well defined, consistently measured and reported on.
Capture the Client Delivery team’s forward-looking operational plans and quarterly initiatives. Monitor progress against the objectives set at the start of each quarter and collaborate with the Global Delivery Lead to implement corrective actions as needed.
Provide oversight and strategic direction to the Client reporting team and lead the measurement of end-to-end performance across global teams. Develop and maintain effective tracking mechanisms to ensure teams operate within scope and consistently meet performance expectations.
Provide holistic status updates and OKR performance to the Client Global Delivery Lead and Operations Account Leadership through an effective governance process
Help ensure that operating models are adhered to across regions and help drive consistency.
Training & Performance Management
Ensure Client new joiners possess the necessary skill sets and domain expertise aligned with standard job descriptions. Collaborate with Regional Leads to deliver a comprehensive onboarding experience and role-specific training plan. Oversee Quality Assurance activities and scoring to drive continuous improvement and enhance the overall client experience.
Ensure that Training and Quality team direct reports meet OKRs through regular feedback and performance coaching
Conduct quarterly Client-wide personnel assessments and partner with Leadership to develop action plans addressing performance gaps, while maintaining client confidence in program delivery.