Job Description

This role is pivotal in driving operational excellence, ensuring service level commitments are met, and delivering actionable insights through data-driven reporting and effective stakeholder engagement.
Key Responsibilities:
1. SLA Management & Service Reporting
Lead the governance of Service Level Agreements (SLAs), including performance tracking, reporting, and escalation management.
Conduct root cause analysis (RCA) and implement remediation plans for missed SLAs.
Ensure timely and accurate reporting to internal and external stakeholders, with a focus on transparency and continuous improvement.
2. Stakeholder Engagement & Communication
Collaborate closely with function leads and team leads to resolve incidents, manage escalations, and improve service outcomes.
Facilitate regular performance review meetings and communicate SLA results effectively to stakeholders.
3. Data-Driven Performance Improvement
Analyze service performance data to identify trends, inefficiencies, and opportunities for improvement.
Propose and drive initiatives that enhance operational efficiency, productivity, and customer satisfaction.
Translate complex data into clear, impactful presentations and reports to support decision-making.
4. Financial & Operational Analysis
Support financial performance tracking and analysis related to service delivery.
Conduct ad-hoc analysis to support strategic planning and management decisions.
5. Reporting & Presentation Excellence
Develop and maintain dashboards, scorecards, and executive-level reports.
Present insights and recommendations in a clear, compelling manner tailored to diverse audiences.
2-5 years of relevant experience in service performance, financial analysis, or project/account management.
Strong proficiency in data analysis tools (e.g., Excel, Power BI) and presentation tools (e.g., PowerPoint).
Excellent communication skills in Mandarin and English.
Proven experience in stakeholder management, with the ability to influence and collaborate across teams.
Strong analytical mindset with a passion for solving problems and driving results.
Experience in client-facing roles or shared services environments is a plus, but not required - training will be provided.
About Accenture Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services--creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.
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Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Skills Required