Job Description

Key Responsibilities:

  • Execute service delivery functions to meet client requirements which will include

  • Lead activities projects for area of responsibility

  • Develop work instructions, process documents and communications

  • Ensure delivery team s documentation is in accordance with the agreed ways of working

  • Monitor and update client systems i.e. transactions data entry for HR Administration and other cases

  • Execute and or coordinate testing of tools

  • Act as escalation point for process or tool related issues

  • Raise testing issues and monitor issue logs, escalate findings as per de agreed process to the designated contacts and retest when applicable

  • Mitigate any raised issues and coordinate activities with relevant parties

  • Manage different stakeholders and ensure a proper communication with the operational teams and the client counterpart

  • Identify continuous improvement to processes, tools, metrics and training, based on ongoing experience, process metrics and feedback from process users and other stakeholders to drive further efficiencies in the organization

  • Conduct client calls and or workshops on specific activities. Focus on client outcomes, stay up to date and become involved in their projects and activities.

  • Train team members on new or enhanced processes policies

  • Act as people manager for team members

  • Plan, prioritize and assign work to team members

  • Mentor and coach team members in their professional development

  • Identify individual and team training needs

  • Conduct performance evaluations for team members

  • Create a positive work environment escalate employee relations issues

  • Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the job training and classroom training

  • Communicating across organizational boundaries from entry level employees through to senior managers

  • 3rd party management responsibilities

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Qualifications

Job Qualifications:

  • Thorough knowledge of HR support services for compensation and benefits administration

  • 4 years of relevant HR experience in a similar role, managing multiple countries

  • Previous experience in a BPO environment nice to have

  • Previous system testing implementation experience nice to have

  • English proficient user

  • Demonstrate strong customer service in all activities, setting the appropriate example for other members of the team

  • Demonstrate leadership and organizational skills

  • Possess team building skills that promote collaboration between team members to develop more efficient and effective operations

  • Ability to research, analyze, and interpret moderately complex issues and their downstream impacts to employees and systems

  • Strong understanding of performance metrics and the ability to apply tools and techniques to improve the outcomes

  • Ability to draw on industry, business, and technical knowledge to improve performance of the service delivery operations by defining tailored functional technical solutions

  • Ability to handle complex situations or difficult customers

  • Ability to lead teams and projects and identify staffing needs

  • Skilled in effective communication

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.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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