Service Delivery Ops Senior Analyst

Skill required: Talent & HR - Employee Data Process Design

Designation: Service Delivery Ops Senior Analyst

Qualifications: Any Graduation

Years of Experience: 5 to 8 years

What would you do
Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsThis Role involves deeper understanding of the Employee & Org Data Mgmt Process & Leveraging expertise to solve specific problems pertaining to Workforce Management. Manages and leads a team of employees. Communicates company goals, safety practices, and deadlines to team. Motivates team members and assesses performance. Provides help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members.Talent & HR processThe design of employee data processes to manage employment data, records and transactions using standard technologies and processes.Candidates must come with min. 2+ years of experience in HRO

What are we looking for
Work on defined complex cases and perform minimum quality checks to note health of the process Escalate issues and seek advice when faced with complex issues/problems. Actively participate in all process related business meeting in-person or virtually through conference calls and ensure action and documentation of issues and agreements. Raise relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible.OE OPEX & Continuous Improvement Liaise with Business Excellence team as required to drive Operational Excellence within Team and support OE Focal. Identifies & implements improvement/innovative ideas which can reduce time/cost, improved accuracy, enhance controls, increase customer experience or create value for client Ensure the process dashboards & visual management displays are reviewed on an ongoing basis and are up-to-date. Ensure process controls are put in place & followed; Collaboration Participates in various internal or client initiatives related to process. Liaise with Accenture Local IT to escalate Technology issues being faced by the Team. Work collaboratively with all internal & third-party stakeholders to achieve business goals. Develop & maintain an excellent relationship with internal and external clients and / or business partners to ensure achievement of business goals Ensure that Business Continuity and Disaster Recovery Plans are up to date and liaise with BCM Team and Local IT to ensure testing periodically. Subject Matter expertise / Training/Updates/ Quality/ documentation In-depth understanding of Employee & Org data Mgmt Processes ( New hire, exit, Job changes etc) Processes to meet Business requirements (e.g., timelines, quality, and costs) Acquires in depth knowledge, as required & support in Knowledge Transfer of any process Must read, understand & analyze client process as per the business rules. Should become a process expert within first 4 months and then demonstrate the knowledge & subject matter expertise of the process to help team members and resolve issues. Communicate, train & implement relevant process knowledge change/updates to the team Ensure all process documentation / work instructions are maintained timely, validated with process updates per current process flows to ensure compliance with documentation requirements. Work on robust internal quality controls to meet accuracy levels.

Roles and Responsibilities: In this role you are required to do analysis and solving of increasingly complex problems Your day to day interactions are with peers within Accenture You are likely to have some interaction with clients and/or Accenture management You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments Decisions that are made by you impact your own work and may impact the work of others In this role you would be an individual contributor and/or oversee a small work effort and/or team Please note that this role may require you to work in rotational shiftsDelivery & Client management:Responsible for repeatable, predictable and measurable operations which includes but is not limited to the following:Ensure adherence to designed process Must have clear understanding of the existing metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent. Detailed understanding of Process metrics e.g. SLA, OLA, KPI. Liaise with Service Management Team on reporting performance measures to the Client. Plan, implement & monitor volume allocation strategies within teams / resources ensuring optimum workload for the team members for meeting timelines & accuracy levels as per defined standards Create & implement governance/review mechanism to monitor performance metrics and ensure compliance to defined process requirements. Ensure service measures & outcomes are met in accordance with the Service Level Agreement (SLA). Demonstrate strong customer service in all activities & lead by example Raise relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible. Manage service issues & escalations via escalation process. Perform root cause analysis and suggest appropriate corrective & preventive actions for accurate & timely service delivery and satisfactory issue resolution Create a logical plan with realistic estimates and schedule for an activity or project segment. Ensure progress, issues and agreements are properly documented and acted upon.

Qualification

Any Graduation