Process Improvement/Risk Specialist Jobs in San Francisco, CA at Accenture

Title: Process Improvement/Risk Specialist

Company: Accenture

Location: San Francisco, CA

Process Improvement/Risk Specialist
Menlo Park, California (Location is Non-Negotiable)

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, Song, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 710,000 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.

In today’s business environment, growth isn’t just about building value—it’s fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model—one that’s anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients—by harnessing talent, data and intelligence to revolutionize their operating models.

Operations is one of four services–the others are Accenture Song, Technology and Strategy & Consulting.

The Process Improvement/Risk Specialist will own and manage a stream of incoming requests from the client and customer facing Agents and will work with internal and external tools and teams to provide a timely and accurate response. They will create, update and help develop a workflow for a specific Continuous Improvement Request (CIR) process. This is a pivotal role in the customer support process and is a critical part of the end-to-end customer service delivery experience. The Process Improvement/Risk Specialist will work closely with all key stake holders, especially the client and support the business. The individual in this role will be a strong communicator, comfortable in clearly articulating the agent and customer point of view and someone who thrives in a fast-moving environment.

Job Description

End to end process management creating, updating, maintaining and managing communication and project management when required
Assesses, triages and takes ownership of investigating and responding to requests from customer facing teams for escalation support
Expert in escalation triage, validation and Agent support
Maintains contact with and manages communications appropriately with all stakeholders in the agreed process
Uses data to analyze trends and develop insights which will improve the process and provide a better agent and user experience
Acts as a subject matter expert for a specific process, Continuous Improvement Request (CIR) and suggest and implement process improvements
Constant communication between ourselves and the internal teams and operating as the middleperson between Agent and internal team for most cases that are escalated to the internal team
Uses data to analyze trends and develop insights leading to improve the process and provide a better agent and user experience
Provides targeted training to agents on process, products or services

Job Requirements

The work location for this role will be working onsite with our clients and partners to enable delivery and cultivate our client relationships. Location is Menlo Park, California, and is non-negotiable.

Basic Qualifications

Minimum one year of client facing experience
Minimum one year of team management experience, i.e., risk management and/or process improvements

Preferred Qualifications

Experience in an online operation, project management or online escalations environment
Process experience
Training experience
Operations delivery experience

Professional Skills

Process driven thinking and designing
Maintains calm focus and communicates effectively
Comfortable in managing stakeholder escalations
Awareness of the importance of data and key performance metrics
Ability to perform in a complex, high stakes, fast paced environment
Strong communicator and presentation skills
Drive change in an unstructured environment
Drive escalations through defined process to resolution

As required by Colorado law under the Equal Pay for Equal Work Act, Accenture provides a reasonable range of compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office llocation. For the state of Colorado only, the range of starting pay for this role is $56,484 – $129,800 and information on benefits offered is here.

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Subject to applicable law, please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for accommodation to this vaccination requirement during the recruiting process.
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