Huge business outcomes being delivered: Accenture operations head Manish Sharma

Huge business outcomes being delivered: Accenture operations head Manish Sharma thumbnail
Manish Sharma, currently group operating officer for Accenture Operations, will be taking charge as group chief executive of operations from March 1. Sharma will report to Accenture CEO Julie Sweet. He is also part of the global management committee, Accenture’s strategic decision-making body, that has 39 members. Operations, Accenture’s moniker for the BPM business, had…

Manish Sharma, currently group operating officer for Accenture Operations, will be taking charge as group chief executive of operations from March 1. Sharma will report to Accenture CEO Julie Sweet. He is also part of the global management committee, Accenture’s strategic decision-making body, that has 39 members. Operations, Accenture’s moniker for the BPM business, had $6 billion in annual revenue in fiscal 2019, and contributed 14% to the overall revenue of $43 billion. It has 1.4 lakh employees and a majority of those are based in India. “We are driving innovation at scale. We are linking our fees to tangible business outcomes. Besides cost-savings, we’ve achieved business outcomes worth over $12 billion for clients in the past 2.5 to 3 years. We also have 63,000 robots and it’s a great combination of man-machine interface at work,” Sharma said in his first media interaction after the announcement of his elevated role. Accenture Operations drives business outcomes for clients through a suite of finance & accounting, procurement and supply chain, marketing and sales BPO services. The traditional BPM model hinged on transactional work, and took advantage of labour arbitrage. Today, a variety of digital technologies have changed the way BPM services are delivered, and vendors are promising outcomes to clients – a positive impact on topline and/or bottomline. Sharma said that metrics around business outcomes are different from traditional service-level agreements. “Some of the metrics are around reduction in working capital, collapsing production lead times, improving risk profiling and faster product rollouts,” he said. His division has filed 360 patents so far, a testimony to innovative ways in which they leverage AI, automation and analytics to drive business value. Accenture Operations has 50 innovation hubs across the world. Its command centre SynOps is a human-machine operating engine that measures every single transaction that happens through its centres. The centre in Bengaluru is equipped with a huge digital dashboard that generates data from operations real-time. Its AI-powered record-to-report (RTR) reconciliation advisor augments accountants by automating a large part of the manual investigation involved in accounting processes, leaving complex open items to human agents. It frees up 40-50% of the agents’ time, enabling them to focus on value-added activities. The company has an automation identification diagnostic tool that tracks what work is measurable, predictable and transactional in nature and identifies opportunities for automation. “The only way we can successfully engage with a client is when we’re at the intersection of process, offering, industry knowledge, and the ability to figure out what processes to automate. We have never fired anybody because of automation. Some of the agents have become supervisors of robots. We have a huge reskilling programme in analytics and automation,” Sharma said.
Read More