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Employee Relations Senior Analyst

Job Location: TX - San Antonio

Regional Description: Southwest

Job Number: 00642872

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- Job description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Program Specialist Services professionals provide project-based support services within centers. These professionals support the delivery and execution of our key projects with specialized services.

Job Description

Customer Service Delivery professionals includes the management of customer interactions to increase customer satisfaction and improve service quality.

The ER Sr. Analyst assesses and resolves complex investigatory Employee Relations cases that require client facing time, while ensuring consistency and efficiency for the customer. The ER Sr. Analyst develops a strategy for handling each case identification of parties to include in the investigation, create and gather documentation, making the determination and implementing  resolutions. The ER Sr. Analyst provides a single point of contact for the service requestor to ensure clear communication with regard to resolution of the request. 

The role will have the following responsibilities: 
  • Must be familiar with geographical region policy differentiation and manages specific districts
  • Identify, assess and resolve complex cases that have been assigned by a centralized ER Case Worker, utilizing the tools and processes set forth
  • Seeks advice and escalates issues when appropriate
  • Handle multiple cases and prioritize activities to meet client deadlines and quality standards
  • Execute processes and advise customers and clients on areas of employee relations
  • Provide clear communication and follow up to both the requestor and client as appropriate
  • Conduct investigations, research policies practices, create and gather documentations, make determinations and implement resolutions as required 
  • Provide appropriate documentation while utilizing the case management tools 
  • Finalize case work when necessary to close in system as required 
  • Maintain strict confidentiality throughout conversations, investigations and while handling documentation to meet client requirements 
  • Effectively utilize the case resources i.e. Coordinator to resolve client issues efficiently and effectively 
  • Advise Case Worker on improvements to processes
Basic Qualifications
  • Minimum of 3 years of experience in Employee Relations Case Work
  • Minimum of 2 years of experience with Workflow tool management 
  • Minimum of 3 years of experience with case management 
  • Minimum of 3 years of experience with direct client interaction 
Preferred Qualifications
  • Bachelor's degree
Professional Skill Requirements
  • Proven success in contributing to a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Desire to work in an information systems environment 
  • Excellent leadership, communication (written and oral) and interpersonal skills
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
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.

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