Accenture Life & Annuity Delivery Lead in Redmond

We Are: Transforming the Insurance industry of yesterday. We apply some of today’s latest technologies in AI, data analytics, and automation. Our team of over 975 Life and Annuity industry professionals is helping some of the most recognized insurance brands drive growth with digital innovation, platform modernization, improved product distribution, and personalized customer experiences. Through an ecosystem of top Insurtech partners, we’re expanding the ALIP platform’s capabilities to provide even greater opportunities for our clients to differentiate and scale business growth.

You Are: The ALIP Production Support Lead will be responsible for leading end-to-end delivery or a defined component of a contract to meet operational, contractual, and financial commitments. Your role will focus on ensuring service quality and efficiency while managing delivery outcomes and identifying opportunities for follow-on work through up-selling or cross-selling. You are expected to be a subject matter expert with deep knowledge and experience, demonstrating strong influencing and advisory skills. You will take responsibility for team decisions, engage with multiple teams, and contribute to key decisions by providing solutions that apply across various groups. Master proficiency in Account Delivery Management is required. Master proficiency in Work Management is recommended. Expert proficiency in Estimation and Planning is suggested.

Key Responsibilities include:

• Overall delivery governance for Production Support Service
• Providing strategic guidance to enhance delivery processes and improve overall production support and delivery service quality.
• Collaborating with stakeholders to align delivery objectives with business goals and customer expectations.
• Maintaining production volumetrics related to mean time to resolve, average response time, SLA compliance and other metrics that can be used during estimation and provided to executives and clients as needed.
• Driving continuous improvement initiatives to optimize operational efficiency, resource utilization, production support response and remediation SLAs compliance.
• Mentoring and supporting team members to elevate their performance and foster professional growth.
• RFI, Pre Sales and Opportunity support including contract management and negotiation.
• Production Support transformation, automation, and AI initiatives adoption.
• Production Operations Oversight across Clients
• Operational decision making and prioritization
• SLA and KPI management across clients
• Incident and major incident management
• Escalation management
• Client relationship management including managing client expectations
• Executive communications, reporting and presentation
• Change Management and Executive CAB Approvals
• Client Compliance Form Responses
• Coordination between Production Support, IO and DevOps groups
• Initial point of contact for production clients
• Vendor Compliance responses
• Response to Security Breach questions from clients

Travel may be required for this role. The amount of travel will vary from 0 to 100% depending on business need and client requirements.

Here’s What You Need:

• Min 5 years experience in a previous Delivery Lead role, with multiple accounts/clients’ production support experience, effectively managing a pool of ALIP resources for their optimum utilization across clients.
• Min 5 years experience to conceive, implement and ensure best practices guidelines for effective incident management across AO/IO towers in both Accenture hosted and client self-hosted setup.
• Min 3 years experience in resource and Financial management – forecast, tracking, reporting.
• Min 3 years experience in Client and executive level stakeholders management (reporting, communication)
• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience)

Professional Skills Requirements:

• One Team mindset with highly collaborative approach in adhering to contractual SALs commitment and compliance across clients.
• Sales Support (solutioning, pricing and RFP response as well as proposals & contract renewals)

Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off.