Manager – Technology Support at Deloitte

Manager – Technology Support at Deloitte

Deloitte is the largest private professional services network in the world. Every day, approximately 345,000 professionals in more than 150 countries demonstrate their commitment to a single vision: to be the standard of excellence, while working towards one purpose – to make an impact that matters.

In Ghana, Deloitte is one of the leading professional services organisations, specialising in providing Consulting, Audit, Tax & Regulatory, Business Process Solutions, Risk Advisory and Financial Advisory services.

As part of our offerings, our team provides recruitment services on behalf of our clients.

About Our Client

A leading Global Client seeks qualified professionals to join their team. The Firm differentiates itself from other call centres. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative.

Technology Support team expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be ready for change.

Role Responsibilities:

• Develop and manage operations from Process and measurement standpoint
• Share best practices across the process and facilitates process improvements/ cost reduction initiatives
• Responsible for budget control and management
• Involved in hiring & termination decisions
• Determines staff rating for annual performance review that impacts compensationInteracts with cross-functional and cross-cultural teams both directly and virtually
• Represent the Call Center in Internal as well as Client-facing demonstrations, in conjunction with Audit, Tax, or Consulting engagements featuring a call center role
• Responsible for Service delivery as mentioned in the MOU
• Ensure high level of customer satisfaction – internal and external.
• Involved in SLA Management, Rostering, Scheduling
• Managing operations from Process and measurement standpoint
• Recommends financial rewards and recognition throughout the year to top performers
• Managing Asst. Managers on performance metrics
• Overall motivation and morale of the group; Performance Management, coaching and feedback, counselling of supervisors and Associates
• Coordinates local call center team’s role in Firm Disaster Recovery, that includes all US offices, with periodic emergency drills
• Manage a robust BCP plan in conjunction with the US offices
• Interacts with cross-functional and cross-cultural teams both directly and virtually

• Possess minimum of Bachelors’ degree (B.Sc./B.Com/BCA) with computer science and electronics background) or non-engineering or any other related field.
• Minimum of 11 years cognate experience in a related field of work