Delivery Operations Associate Manager

Skill required: Employee Services - Employee Data Process Design
Designation: Delivery Operations Associate Manager
Qualifications:Any Graduation
Years of Experience:5 to 8 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? The HR Shared Services Supervisor is responsible for overseeing and executing day to day HR operations within the Shared Services function. This role ensures efficient service delivery by monitoring productivity, quality, and cost metrics while identifying opportunities for process optimization. The Supervisor collaborates with internal HR stakeholders and external service providers to maintain service excellence and align operational performance with broader HR strategies and business objectives. Through effective leadership, coaching, and performance management, this role ensures consistent, high quality support that delivers a positive employee experience across all HR interactions. 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. Key Competencies • Service orientation and employee experience focus • Leadership and team coaching • Analytical thinking and process improvement mindset • Decision-making with sound judgment • Collaboration and stakeholder engagement
What are we looking for? • Bachelor’s degree in human resources, Business Administration, or a related field. • 5-8 years of Human Resources experience, with at least 3+ years in a supervisory or lead role. • Strong understanding of HR processes. Hands-on experience with Workday and case management will be an added advantage • Excellent communication, stakeholder management, and problem-solving skills. •Microsoft Excel •Microsoft PowerPoint •Delivery Excellence •HR Delivery Strategy •Stakeholder Communications •Ability to perform under pressure •Agility for quick learning •Ability to work well in a team •Strong analytical skills •Written and verbal communication
Roles and Responsibilities: •Operational Oversight • Oversee daily HR Shared Services operations to ensure timely and accurate delivery of services. • Conduct routine operational audits, control checks, and compliance reviews to ensure alignment with policies, SLAs, and process standards. • Monitor case management workflows to ensure effective first-contact resolution. 2. Performance Monitoring • Track and analyze team performance using dashboards, KPIs, and metrics such as turnaround time, accuracy, productivity, and service quality. • Identify trends, gaps, and opportunities for performance enhancement; escalate risks where necessary. 3. Continuous Improvement • Review current processes and recommend improvements to enhance efficiency, consistency, and service quality. • Support the implementation of new tools, technologies, and automation initiatives. • Partner with cross-functional teams to redesign processes and strengthen operational governance. 4. Team Development & Capability Building • Identify skill gaps within the team and create targeted training and development plans. • Facilitate learning programs, knowledge-sharing sessions, and ongoing skill enhancement activities. 5. Coaching & Feedback • Provide regular coaching, guidance, and constructive feedback to team members. • Foster a culture of continuous improvement, accountability, and high performance. 6. Fair & Objective Evaluation • Conduct performance reviews using consistent and unbiased standards. • Set clear goals and expectations while supporting career development discussions. 7. Issue Resolution & Support • Address day-to-day operational issues and performance challenges promptly. • Create a positive and collaborative team environment that encourages open communication and problem-solving. • Serve as an escalation point for complex employee or process issues.