HR Service Delivery Associate

Skill required: Employee Services - Employee Data Process Design
Designation: HR Service Delivery Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? • Provide high quality Tier 2 Employee Support service to Customers with complete focus on 100% issue resolution and 100% satisfaction. • Adhere to client-defined and internal SOPs while managing support tickets and calls and update the ERP system (HCM) as requested • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams • Strive and achieve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) Employee Services refer to the support and resources provided by an organization to its employees. This includes HR assistance, payroll processing, benefits administration, training programs, and wellness initiatives. The goal is to enhance employee satisfaction, productivity, and overall well-being. The design of employee data processes to manage employment data, records and transactions using standard technologies and processes.
What are we looking for? Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the ticketing tool • Provide back office support to the employees, support in logging the escalations on client SharePoint or make changes to the employee information in the ERP system (HCM) as requested • Generate and share/uploads employee documents as required and requested • Walk employees through/Provide navigational support on self-service portal • Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines • Place outbound calls/chat through the approved channels with employees when required in line with Client / Company guidelines • Work productively whilst maintaining exceptional call/data quality standards in line with targets • Contribute to the team through open and regular communication with peers / supervisors • Adhere to all company or departmental policies and procedures (personnel and operational) • Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process Maintain regular and punctual attendance in line with company policies and procedures • Minimize customer complaints and escalations by providing exceptional service and call control Knowledge & Skill Requirement: • Ability to demonstrate efficient use of employee service technologies to complete a transaction using Ticket Tracking System (Service Now preferred), ERP systems (HCM), Microsoft Office Suite, and Internet Explorer • Good technical aptitude with an ability to learn quickly • Excellent verbal and written communication skills Experience Profile: • Prior international BPO/HR Operations work experience preferred • Fresher’s acceptable Personal Attributes: • Able to work on a flexible basis as determined by the business needs • Ability to work under pressure • Team worker • Positive Attitude • Quick Learner • Punctual and Disciplined • Good Communication skills • Customer Focused • Results driven • High standards of Integrity • Attention to detail
Roles and Responsibilities: •In this role you are required to solve routine problems, largely through precedent and referral to general guidelines • Your expected interactions are within your own team and direct supervisor • You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments • The decisions that you make would impact your own work • You will be an individual contributor as a part of a team, with a predetermined, focused scope of work • Please note that this role may require you to work in rotational shifts