Order Management Tower Lead with German and English

WHO WE ARE

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. We offer solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song.

Operations  drives business value and outcomes to advance our clients on their journey to intelligent operations through our innovative operating engine — SynOps. We transform business processes to achieve sustainable growth by optimizing people, technology, data and intelligence.

Customer Service team is primarily responsible for providing customers and consumers service support (including order management) according to the scope of work and service level requirements.

We are looking for a proactive and experienced Tower Lead to manage and optimize Order Management operations for our client. This role offers the opportunity to take ownership of processes, lead a dedicated team, and drive continuous improvement in a dynamic, multinational environment.

What will you do:

• Ensure Operational Excellence: You take ownership of end-to-end processes, from reports generation to meeting SLAs and KPIs. Through monthly and ad-hoc operational planning, you successfully deliver OTC operations for our client.

• Participate in Operational and Cycle Meetings: You actively contribute to operational and cycle meetings, providing regular progress updates and recurring reports as required.

• Handle Client Escalations: you take ownership to resolve issues and escalations raised by the client in an effective and timely manner, ensuring a high level of Client satisfaction

• Foster Collaboration: Maintain strong communication with End Markets, Account Managers, and client stakeholders to promptly address customer center requirements.

• Lead Continuous Improvement: You lead the change in continuously improving the department. You actively seek efficiency gains, anticipate challenges, and identify opportunities for technical enhancements, including apps and automation.

• Coach and Develop Your Team: You believe in hands-on leadership. You provide direct coaching to the team, ensuring that the coaching models implemented across the customer center support KPI achievement and foster career development.

Qualifications

What do we expect:

• Proficiency in English and German (minimum B2 level in both languages).

• At least 4 years of experience in a managerial or team leader role

• Solid background in accounting, finance, or a related area

• Excellent interpersonal and communication skills,

• Strong presentation and stakeholder management abilities

• Analytical mindset with a data-driven, problem-solving approach

• Ability to work well under pressure in a fast-paced environment

• Experience in managing transitions would be a strong asset

• Well-organized and reliable, with a solid track record of KPI delivery

• Advanced MS Office skills, with strong focus on Excel skills and flow charts

• Willingness to work in a hybrid model

Research indicates that some candidates, especially the most diverse ones, may hesitate to apply for positions if they don't meet all requirements. If you believe you possess the necessary skills, even if not meeting every requirement, we wholeheartedly encourage you to submit your application.

WHAT WE OFFER

• Using foreign language and new technology solutions daily, cooperating with various global Clients.

• Individual support of a People Lead and a specific path of professional development, as well as the possibility of a session with a Coach.

• A wide training package (soft, technical, and language training offer, access to the e-learning platforms, Gallup test, GenAI training, possibility of co-financing courses, and certification).

• Employee Assistance Program - legal, financial, and psychological consultations.

• Accenture employees eligible for the Employee share purchase plan automatically become eligible for quarterly  dividends if they own company shares.

• Paid employee referral program.

• Private medical care, life insurance.

• Access to the MyBenefit platform (possibility of using a wide range of products and services, including the Multisport card).

WHAT WE BELIEVE:

• Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.

• All our leaders are committed to building a better, stronger and more durable company for future generations to create positive, long-lasting change. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.

• Our position as partner to many of the world’s leading businesses, organizations and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability is one of our greatest responsibilities, which we embed it into everything we do and for everyone we work with.

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.