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? Job Description Responsible for repeatable, predictable and measurable operations which includes but is not limited to the following: 1. In-depth understanding of HRO processes supported by Accenture Drives activities to meet requirements (e.g., timelines, quality, and costs) & does whatever is needed to complete the task on time and error free. 2. Drive Operational Excellence within Team and support OE Focal. Liaise with Operational Excellence Team as required. 3. Raises relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible. 4. 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. 5. Escalate issues and seek advice when faced with complex issues/problems. 6. Ensure that Business Continuity and Disaster Recovery Plans are up to date and tested periodically. Liaise with BCM Team and Local IT on Testing. 7. Creates a logical plan, realistic estimates and schedule for an activity or project segment. 8. Ensures progress, issues and agreements are properly documented and acted upon. 9. Assist Team with performing “Root Cause Analysis” on issues faced and suggest appropriate corrective and preventive actions. 10. Support in Knowledge Transfer of any process/client and acquires in depth knowledge of process, as required. 11. Participates in various Internal or Client initiatives related to Process. 12. Ensure the process dashboards and visual management displays are reviewed on an ongoing basis and up-to-date. 13. Actively participate in all process related business meeting in-person or virtually through conference calls. 14. Liaise with Accenture Local IT to escalate Technology issues being faced by the Team. 15. Participate in and/or support during Client visits. 16. Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls
What are we looking for? Experience • At least 5 years of HR Experience • Employee Workforce administration experience a plus • Workday Experience a plus • HR Domain certification would be a plus • Strong MS Office and Excel skills • Proficient with Operational Excellence Practices • A minimum of 2 years of prior people management experience. 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 Core Competencies – • Professional Qualities • Good oral and written communication skills • Ability to identify and effectively use resources • Excellent customer service skills • Operational Excellence skills
Roles and Responsibilities: Team Development: Create a performance driven competitive culture in the team which includes but is not limited to the following: 1. Ensure that the Team is adequately staffed and resources have the right skills required for the job. Liaise with OADM, Accenture Leadership, Recruitment and IJP Teams on staffing requirements. 2. Provide team members with a clear sense of direction and understanding of each other’s responsibilities including career planning and succession planning. 3. Ensure a robust measurement system to substantiate performance evaluation of team members, recognizes and rewards individual and team accomplishments. 4. Conduct/Support Training for regional teams and on-board new team members on all areas of HRO operations and including: Controls & Compliance, Business Continuity Plans, process analysis and customer service. 5. Enhance team moral and engagement level thorough team bonding exercises and activities. Liaise with local PPA’s and Human Resources Team on driving key People initiatives. 6. Ensure team is aware of their Goals and how their performance will be evaluated. Ensure that teams are able to explain the process. 7. Escalation and resolution point for team members with regards to people related queries. Liaise with local Human Resources Team on critical issues. 8. Communicates clearly and concisely, using appropriate level of detail, terminology and style. 9. Retain talent and establish growth path for valued resources. Liaise with local Human Resources Team on critical issues. 10. Resolve issues received via the escalation process and may assist with the researching and consulting to ensure client satisfaction in issue resolution. 11. Lead or assist with the development of detailed analyses for area of responsibility 12. Participate and potentially lead some activities/projects for area of responsibility 13. May provide input to day-to-day management and reporting of specialist budget. 14. Provide input to define standards and reusable approaches with benefit for cross-functional groups 15. Demonstrate strong customer service in all activities, setting the appropriate example for other members of the Team 16. May supervise less experienced caseworkers and fill in for the manager as needed. 17. May provide input into performance assessment of team members and provide coaching/counseling toward improving performance. 18. May assist in creating annual team objectives. 19. May participate in interview process for new hires into caseworker roles.