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DE023715-HR Service Delivery Manager

Taguig Job No. cxo-125384-s27868 Full-time

Job Description


POSITION TITLE: HR Service Delivery Manager


Operation Management:

Responsible for repeatable, predictable, and measurable operations which includes but is not limited to the following:

  • Running and managing payroll service delivery for outsourced client of Accenture
  • Exceeding client and account metrics/ SLAs
  • In-depth understanding of Payroll processes supported by Accenture for different geographies. Drives activities to meet requirements (e.g., timelines, quality, and costs) & does whatever is needed to complete the task on time and error free.
  • Drive Operational Excellence within Team. Liaise with Operational Excellence Team as required.
  • Raises relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible.
  • 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.
  • Escalate issues and seek advice when faced with complex issues/problems.
  • Ensure that Business Continuity and Disaster Recovery Plans are up to date and tested periodically. Liaise with BCM Team and Local IT on Testing.
  • Creates a logical plan, realistic estimates and schedule for an activity or project segment.
  • Ensures progress, issues and agreements are properly documented and acted upon.
  • Assist Team with problem solving performing “Root Cause Analysis” on issues faced and suggest appropriate corrective and preventive actions
  • Mentor and People Management skills
  • Working with Quality team for improvement across productivity, efficiency within the Team
  • People Performance management
  • Working with HR/ teams on Annual Salary increase and Variable payouts/cycles
  • Attrition Management skills
  • Being able to analyze Demand Vs Capacity requirements of the team and projects and ability to forecast for future hirings and assessing/ aligning impact on operations.
  • Training capabilities - working with Training & operation teams to train new hires and existing employees to upskill/ cross skill
  • Work on payroll projects for upliftment of team from domain/ skill perspective
  • Experience in implementation previous automations done in Payroll.
  • Stakeholder management/ Escalation Management with following teams- 
    • Internal Accenture Leadership teams - Other Teams viz
    • Business Teams - Onboarding, Movement, Terminations, Enquiry Management Teams etc, Leadership
    • Supporting Teams - Training, Technology, Quality, Recruitment, HR
    • External - Client Management, various departments - HR Teams, Finance, Taxation, Treasury Teams, Auditors, Quality Assurance Teams etc.
  • Running governance and reporting schedules with stakeholders - Monthly/ Quarterly

Project Shift Schedule: Morning Shift
Project Rest Day: Weekends off
Project/Team Location: Taguig Uptown Bonifacio Tower 3



  • HR Core or HR Operations OR HR Outsourcing experience is a must.
  • Experience Required in:
  • Global Payroll experience of more than 12 years (Australia, Chile are larger countries and domain expertise will be preferred in these first followed by US, Canada, UK, APAC (Singapore, Malaysia, Philippines) etc.)
  • SAP ERP knowledge on HR Payroll module
  • Thorough understanding of employee life cycle, employee data changes transactions and Payroll processing till compliance reporting & submission
  • Worked in a Global Multi country environment.
  • Prior Managerial experience of handling teams sizes of more than 70 FTEs
  • Prior experience on working on Payroll Outsourcing and shared services.
  • Knowledge of end-to-end Pre, Post and Payroll processing activities including and not limited to - understanding upstream and downstream activities that happen for
  • New Hires
  • Changes in existing employee’s life cycle
  • T&A and Absence management
  • Benefit changes.
  • Superannuation
  • SGC statutory filings
  • Long term service leaves
  • Child support/ Garnishments
  • STP/ PAYG/ Global countries statutory reporting
  • Voluntary deductions - reporting and remittances
  • Statutory deductions - reporting and remittances
  • Remittances of Net Pay/ Bank Files
  • Monthly/ Quarterly/ Year end reconciliation and reporting
  • Transactions knowledge on process and on HRMS systems across Hire to Retire employee life cycle.


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