Job Description
ACCM/Operations Manager
• Manage the overall performance and governance of the Statements of Work (together with Service
Provider Account Management / Business Development).
• Manage the day-to-day operations in accordance with requirements and SLAs (voice & non voice) set
out in this SOW.
• Prompt identification and resolution of Service delivery issues including implementation of
preventative measures. Transition management during set up phase or expansion phases.
• Establish the Service Provider infrastructure necessary to perform the Services, including all
technology, financial, human resources, security, facilities and communication resources. Install all
Service delivery processes and Service Level reporting mechanisms.
• Provide exceptional people management, mentorship and career development to members of your
team, including managers and reps, achieve low attrition levels and high employee engagement.
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