HR Service Delivery Specialist

Skill required: Employee Services - Employee Data Process Design
Designation: HR Service Delivery Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 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 Specialist will be responsible for business management which includes metrics, performance and operational plans. Plan, implement, and manage business/projects, People, Staffing, participate in organization initiatives. Will manage overall operations for the Country with specialist support of HR services for the client.
What are we looking for? Experience • At least 6 years of HR Experience • Employee Workforce administration experience is a plus • Workday Experience a plus • HR Domain certification would be a plus • Strong MS Office and Excel skills • Proficient with Operational Excellence Practices • Should have prior Team Handling experience ( minimum 4 years) Knowledge/Skills Requirements: • Good organizational & prioritisation skills. • Analytical and problem solving skills. • Multi-cultural awareness. • Passion for customer service. • Team player. • Results & detail-oriented • Focus on high data accuracy. • Quality driven – in communications and all system transactions. • Ability to deal with customer complaints in a professional and friendly manner and escalate where appropriate • Good written and verbal skills. Strong English language communication skills • Excellent Customer Service skills • MS Office • Data base management • Regulatory & Non- Regulatory Reporting • Regulatory Compliance (Process specific) • HR Outsourcing • OE / CDP • Excellent communication and client relationship management skills. • Analyze root causes of Issues, escalations, errors and have a remedial action through process improvement. Plan & Manage daily staffing, employee grievances if any for the geography and the specialist support teams • Work collaboratively with all Internal & Third party stakeholders to achieve Business goals. • Ensure adherence to policy and procedures of the organization. Working Conditions – US Hours • Shift timings (7am – 3pm ET,/ 5:30pm -1am IST) (1pm to 9pm ET/ 11:30pm – 7am IST) • Candidate should be willing to work in Rotational Night shifts.
Roles and Responsibilities: •Job Description The Specialist will be responsible for business management which includes metrics, performance and operational plans. Plan, implement, and manage business/projects, People, Staffing, participate in organization initiatives. Will manage overall operations for the Country with specialist support of HR services for the client. Key Responsibilities Monitor/Review along with team on administrative and operational activities within the allotted team to ensure achievement of operational or deal objectives. • Monitor/measure performance through metrics, audits and other processes to ensure that organizational initiatives are in place and goals are achieved. • Manage and improve people performance and align them with organizational goals and objectives. • Provide business Development support to the Service Delivery Manager and the client services team through active participation in client visits and other initiatives. • Participate actively in organization wide initiatives. • Make decisions about the day-to-day operation of the team, including monitoring of workload, systems, staffing, and scheduling including adjusting work hours as necessary to meet deadlines e.g. overtime or working during holidays/week ends. • Monitoring the voice of the customer through surveys and other means of communication. Be assertive and work through the development areas as voiced by the client, Third parties or Accenture stakeholders. • Encourage and drive continuous improvement measures on day-to-day basis within area of responsibility till closure. • Timely and transparent recognition and rewards for the team. • Recommend cost-effective, efficient procedural or production alternatives. • Required to work within clear budgetary guidelines. • Develop People through mentoring and resolve conflicts. Drive coaching culture. • Monitor and encourage the Team to create/follow up on development plans • Provide Input to monthly top level service analysis for client • Develop and drive comprehensive generic training plans to meet the needs of direct reports and their ongoing requirements • Ensure high degree of compliance to the documented processes, client/organizational policies. • Participate in the definition of current process performance baseline metrics (as defined in Metrics Data Collection Plan) and track/report on all Operational Stats • Ensure OE documentation is updated and drive OE methodologies in day to day operations. • Ensure all team members have the correct skills and are trained to deliver all the contractual requirements, to achieve operational excellence