Service Delivery Ops Senior Analyst

Skill required: Talent & HR Practice - Training of Trainers (TOT)


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.

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 this role, you will be expected to show a less-experienced instructor how to deliver courses, workshops and seminars. Usually, a new instructor first observes a training event led by the course designer or subject-matter expert. you will also be required to conduct train-the-trainer workshops which to build a pool of competent instructors who can then teach the material to other people.

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.OE OPEX & Continuous Improvement

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

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. Roles and Responsibilities: In this role you are required to do analysis and solving of increasingly complex problemsYour day to day interactions are with peers within AccentureYou are likely to have some interaction with clients and/or Accenture managementYou 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 othersIn this role you would be an individual contributor and/or oversee a small work effort and/or teamPlease note that this role may require you to work in rotational shiftsProcess Support :Read, understand and analyze client process as per the business rules as a subject matter expert.Execute the process accurately and timely as a hands-on processor.Master the given process and help the team members to overcome process related queries Escalate issues and seek advice when faced with complex issues/problems.Pay close attention to quality of written and verbal English skills within Team.Creates a logical plan, realistic estimates and schedule for an activity or project segment.Ensure LWI's are followed and updated regularly and train the team members on process updates.Ensure process controls are followed; Maintain, validate and update process documentations as applicable to ensure compliance with documentation requirements.Perform "Root Cause Analysis" on issues faces and suggest appropriate corrective action for current remediation and future control.Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls.Participates in Knowledge Transfer of any process/client and acquires in depth knowledge of process as an SME.Participates in various internal or client initiatives related to Process.Must have clear understanding of the existing performance metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent.Team Support :Plan proper allocation of work.Support Team lead / Manager with Daily stats / reporting and MOS. Update process metrics on daily basis and maintain MIS.To be available on the floor through the day to resolve process related issues.Participate in Team building activities & Organizational initiatives.Complete training need analysis for the team on timely manner through quality reports and knowledge tests.Follow the Quality Check and Audit mechanism within process to ensure delivery on SLA's.Ensure and maintain the security and confidentiality of client data.QualificationsAny Graduation