Service Delivery Ops Specialist

Skill required: Employee Services - Employee and Labor Relations



Designation: Service Delivery Ops Specialist



Qualifications:Any Graduation



Years of Experience:7 to 11 years



What would you do?
The purpose of this role is to manage a team to meet the required service performance metrics. Ensures the service line operations are efficient and effective. You will be responsible for managing a team or multiple teams where you will be responsible for performance evaluation, coaching, and mentoring of team members. We expect you to demonstrate the highest level of leadership and integrity.

Monitor and review administrative and operational activities within the allotted team to ensure achievement of operational or deal objectives.

Monitor and measure performance through metrics, audits, and other processes to ensure that organizational initiatives are in place and goals are achieved.

Manage and improve people performance and align them with organizational goals and objectives.

Provide Business Development support to the Service Delivery Manager and the client services team through active participation in client visits and other initiatives.

Participate actively in Team & Organization wide initiatives.

Monitor the voice of the customer through surveys and other means of communication. Work through the development areas as voiced by the client, third parties, or stakeholders.

Encourage and drive continuous improvement measures on a day-to-day basis by identifying and implementing improved/innovative/re-engineered work processes.

Recommend cost-effective, efficient procedural or production alternatives.

Communicate, train, and implement relevant process knowledge changes/updates to the team.

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

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

Create and implement robust internal quality controls to ensure accuracy levels are met.

Monitor and measure performance through regular process reviews of metrics.

Drive productivity measures for optimum utilization of FTEs.

Create and implement governance mechanisms to ensure compliance with defined process requirements.

Demonstrate the knowledge and subject matter expertise to help resolve issues.

Review Change Requests, do impact analysis, and cascade changes to the team.

Be a Process Expert and maintain all process documentation or work instructions to include all process updates per current process flows.



What are we looking for?

Adaptable and flexible

Problem-solving skills

Agility for quick learning

Written and verbal communicationFunctional Competencies:

Extensive and demonstrable experience of HR Processes especially Employee workforce Management, Performance management, Leave and Exit Administration.

Previous experience of working on HCM systems preferably cloud-based like Workday, SuccessFactors, Oracle, etc.

Business Process Implementation.

Working knowledge of other MS Office Suite (Outlook, PowerPoint & One Note) - Ability to understand and make sense of large amounts of data in a complex environment, strong Excel & Word skills, ability to comprehend and quickly learn client databases/menu-based systems and ability to present data in a comprehensible format.

Client Interfacing skills (Email & Phone):Good Email etiquette, strong email drafting & keyboard skills, and good phone etiquette/technique.

Proven track record of leading HR Operations team.

English language proficiency:Strong written & verbal communication skills - grammar, right word choice, sentence structure, precise/relevant content, smooth thought flow, and the ability to present more information in a short span of time/space sensibly.


Roles and Responsibilities:

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

May create new solutions, leveraging and, where needed, adapting existing methods and procedures

The person would require understanding of the strategic direction set by senior management as it relates to team goals

Primary upward interaction is with direct supervisor

May interact with peers and/or management levels at a client and/or within Accenture

Guidance would be provided when determining methods and procedures on new assignments

Decisions made by you will often impact the team in which they reside

Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture

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


Qualifications

Any Graduation