Workplace Service Delivery Analyst - Tool
Job Summary:
Key accountabilities:
Respond to inquiries and/or process requests via calls, emails, tickets according to established processes and policies. Process transactions / operational requests in workplace service or finance / tools domain
Experience working in workplace related tools or process is an added advantage.
Demonstrated, well-developed verbal and written communication skills; Customer-oriented; seeks solutions that will provide value to end-user
Raise or escalate cases that do not have or do not fit yet in existing practice and process documentation.
Document transactions according to established process documentation and/or as required based on business requirement. Enhance and improve operational workflow and performance.
Validate and process transactions based on various sources, such as but not limited to, service request tickets, trackers/tools, invoices, transaction receipts or documentation.
Resolve discrepancies and/or disputes according to established processes and policies.
Track, monitor and complete transactions from request to payment.
Raise or escalate transactions that are inaccurate and/or aging.
Generate and validate reports for various business requirements, such as but not limited to status reports, scorecards, dashboards, etc.
Provide insights on transaction trends such as but not limited to, usual requests or inquiries, customer behaviors, internal or cross-functional process changes impact.
Actively participate in all process improvements stages: conceptualization, implementation and continuous process improvements.
Operate according to established process and guidelines of Accenture Operations Excellence (OPEX).
Learns new applications, technologies, and skills through intensive hands-on experience.
Respond to the unique reporting requirements of the Operations/Cross functional departments on real-time / Adhoc basis.
Educational Requirement:
Must have:
Minimum Bachelor’s Degree or relevant business experience
Skills and Work Experience
Must Have:
2-3 years’ experience in years shared service / processing experience or workforce management or related domains
Knowledge of space utilization (hoteling) and facilities management.
Knowledge of supervisory practices and principles.
Possess excellent communication skills, both written and verbal
Convincing/negotiation skills
Maintain a focus on Customer service.
MS Excel skills
Good to Have:
Operations Management
Customer Service
Performance Management
Escalations Management
Analytical Skills
Presentation Skills
Workplace Services Management
Mandaluyong City
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.