Service Delivery Ops Senior Analyst

Skill required: Talent & HR Practice - Talent Management


Designation: Service Delivery Ops Senior Analyst


Qualifications:Any Graduation


Years of Experience:5 to 8 years


What would you do?
Our Recruitment Centre of Excellence supports business in all aspects of talent acquisition. The team works in partnership with recruitment teams to develop and execute tactical sourcing strategies with the aim of generating candidates, creating talent pools and delivering against recruitment and growth targets. The Recruitment Admin Senior Analyst leads a team of highly energized recruitment Associates and is responsible for service delivery for Recruitment Admin Service Line supported by Accenture driven activities to meet requirements (e.g., timelines, quality, and costs)This role advises the client regarding recruitment matters and is accountable for effective fulfillment of the recruitment demand.OE OPEX & Continuous Improvement

Liaise with Business Excellence team as required to drive Operational Excellence within Team and support OE Focal.

Identifies & implements improvement/innovative ideas which can reduce time/cost, improved accuracy, enhance controls, increase customer experience or create value for client

Ensure the process dashboards & visual management displays are reviewed on an ongoing basis and are up-to-date.

Ensure process controls are put in place & followed; Collaboration

Participates in various internal or client initiatives related to process.

Liaise with Accenture Local IT to escalate Technology issues being faced by the Team.

Work collaboratively with all internal & third-party stakeholders to achieve business goals.In Talent Management you will need to support workforce behavior in alignment with the organization`s business strategy by designing, developing, implementing, and executing key HR processes:strategic planning; supply demand; hiring and sourcing; on-boarding and integration; training and development; objective-setting and performance management; and compensation and rewards.

Actively participate in all process related business meeting in-person or virtually through conference calls and ensure action and documentation of issues and agreements.

Raise relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible.Team Management & Team Development

Recruit & on-board new team members

Ensure that the team is adequately staffed and resources have the right skills required for the job.What are we looking for? Subject Matter expertise / Training/Updates/ Quality/ documentation

In-depth understanding of Employee & Org data Mgmt Processes ( New hire, exit, Job changes etc) Processes to meet Business requirements (e.g., timelines, quality, and costs)

Acquires in depth knowledge, as required & support in Knowledge Transfer of any process

Must read, understand & analyze client process as per the business rules. Should become a process expert within first 4 months and then demonstrate the knowledge & subject matter expertise of the process to help team members and resolve issues.

Communicate, train & implement relevant process knowledge change/updates to the team

Ensure all process documentation / work instructions are maintained timely, validated with process updates per current process flows to ensure compliance with documentation requirements.

Work on robust internal quality controls to meet accuracy levels.

Work on defined complex cases and perform minimum quality checks to note health of the process

Escalate issues and seek advice when faced with complex issues/problems.Delivery & Client management:Responsible for repeatable, predictable and measurable operations which includes but is not limited to the following:

Ensure adherence to recruitment process as designed, ensuring appropriate approvals at relevant stages and ensure the up to date documentation of the recruitment processes.

Provide support to the aligned team members in the management of candidates as required.

Maintain network in critical technical sectors to facilitate effective passive recruitment

Manage & monitor internal applicant tracking system, ensuring that accurate and up to date information is recorded on the candidate profiles in the database and applicants are properly tracked and moved through appropriate workflow activity stages

Work with various business leaders to understand the hiring needs across technology areas for the business unit and cascade to the team.

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. Roles and Responsibilities:

In this role you are required to do analysis and solving of increasingly complex problems

Your day to day interactions are with peers within Accenture

You are likely to have some interaction with clients and/or Accenture management

You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments

Decisions that are made by you impact your own work and may impact the work of others

In this role you would be an individual contributor and/or oversee a small work effort and/or team

Please note that this role may require you to work in rotational shifts

Plan, implement & monitor volume allocation strategies within teams / resources ensuring optimum workload for the team members for meeting timelines & accuracy levels as per defined standards

Create & implement governance/review mechanism to monitor performance metrics and ensure compliance to defined process requirements.

Ensure service measures & outcomes are met in accordance with the Service Level Agreement (SLA).

Demonstrate strong customer service in all activities & lead by example

Raise relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible.

Manage service issues & escalations via escalation process. Perform root cause analysis and suggest appropriate corrective & preventive actions for accurate & timely service delivery and satisfactory issue resolution

Create a logical plan with realistic estimates and schedule for an activity or project segment. Ensure progress, issues and agreements are properly documented and acted upon.

Develop & maintain an excellent relationship with internal and external clients and / or business partners to ensure achievement of business goals

Ensure that Business Continuity and Disaster Recovery Plans are up to date and liaise with BCM Team and Local IT to ensure testing periodically.QualificationsAny Graduation