HR Service Delivery Analyst

Skill required: Employee Services - Employee and Labor Relations
Designation: HR Service Delivery Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 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 699,000 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? • Process Support: o Read, understand, and analyze client processes as a subject matter expert. o Execute processes accurately and timely as a hands-on processor. o Master the given process and help team members overcome process-related queries. o Escalate issues and seek advice when faced with complex problems. o Pay close attention to the quality of written and verbal English skills within the team. o Create logical plans, realistic estimates, and schedules for activities or project segments. o Ensure LWI’s are followed and updated regularly and train team members on process updates. o Ensure process controls are followed; maintain, validate, and update process documentation to ensure compliance. o Perform “Root Cause Analysis” on issues faced and suggest appropriate corrective actions. o Propose process improvement ideas to reduce time, improve accuracy, or enhance controls. o Participate in Knowledge Transfer of any process/client and acquire in-depth knowledge as an SME. o Participate in various internal or client initiatives related to the process. o Understand existing performance metrics, how they are measured, and improve the measurement system. • Team Support: o Plan proper allocation of work. o Support Team Lead / Manager with daily stats/reporting and MOS. o Update process metrics daily and maintain MIS. o Be available on the floor to resolve process-related issues. o Participate in team-building activities and organizational initiatives. o Complete training needs analysis for the team through quality reports and knowledge tests. o Follow the Quality Check and Audit mechanism within the process to ensure delivery on SLA’s. o Ensure and maintain the security and confidentiality of client data. o Assist in training team members on learning and acquiring skills in the process
What are we looking for? • Desirable: o HR Domain certification would be a plus. o SuccessFactors experience is a plus. o Exposure to the BPO industry. Skills / Knowledge: • Excellent interpersonal skills - can build effective relationships with internal and external stakeholders at all levels. • Strong customer orientation - high level of responsiveness to urgent requests or troubleshooting. • Resilience and ability to work under pressure. • Good organizational, prioritization, and multi-tasking skills to deliver to deadlines. • Analytical and problem-solving skills. • Demonstrate high levels of confidentiality. • Attention to detail & quality-driven – in communications and all system transactions. • Ability to deal with customer complaints professionally and escalate where appropriate. • Basic leadership and coaching skills. • Teamwork & collaboration. • Self-driven. • Flexibility to work in shifts. • Results/target-oriented. • Multi-cultural awareness. • Client interfacing skills (Email & Phone): Good email etiquette, strong email drafting & keyboard skills, and good phone etiquette/technique. Functional Competencies: • Knowledge of Employee & Org data management processes (New Hires, Exit, Job data changes, etc.). • Strong MS Office and Excel skills. • Strong command of written and verbal English language. • Proficient with Business Excellence Practice.
Roles and Responsibilities: •In this role you are required to do analysis and solving of lower-complexity problems • Your day to day interaction is with peers within Accenture before updating supervisors • In this role you may have limited exposure with clients and/or Accenture management • You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments • The decisions you make impact your own work and may impact the work of others • You will be an individual contributor as a part of a team, with a focused scope of work • Please note that this role may require you to work in rotational shifts