Service Delivery Ops Senior Analyst

Skill required: Compensation & Benefits - Compensation Administration Process Design



Designation: Service Delivery Ops Senior Analyst



Qualifications:Any Graduation



Years of Experience:5 to 8 years



What would you do?
This role involves a deeper understanding of Comp & Benefits and Performance Management. You will leverage your expertise to solve specific problems related to Comp & Benefits. You will manage and lead a team of employees, communicate company goals, safety practices, and deadlines to the team, motivate team members, assess performance, provide help to management (including hiring and training), and keep management updated on team performance. You will also communicate concerns and policies among management and team members.In Delivery & Client Management, ensure adherence to processes, improve the measurement of existing metrics (SLA, OLA, KPI), and enhance transparency in reporting. Collaborate with the Service Management Team to report performance to the client and monitor workload allocation to meet timelines and accuracy. Implement governance mechanisms for process compliance and ensure service outcomes align with the SLA. Lead by example with strong customer service, raise issues that impact delivery, and manage escalations through root cause analysis. Develop logical plans with clear schedules and maintain excellent relationships with clients. Ensure Business Continuity and Disaster Recovery plans are updated and tested regularly.Collaboration:

Participate in various internal or client initiatives related to the process.

Liaise with Accenture Local IT to escalate Technology In Subject Matter Expertise, develop deep knowledge of Compensation and Benefits Admin processes to meet business requirements. Become a process expert within the first 4 months and support team members with process expertise. Communicate process changes and ensure all documentation is updated and compliant. Implement robust internal quality controls, perform checks on complex cases, and escalate issues as needed. Actively participate in business meetings to ensure proper documentation and action on issues raised.In OE OPEX & Continuous Improvement, collaborate with the Business Excellence team to drive operational improvements. Identify and implement innovative solutions to reduce costs, improve accuracy, and enhance customer experience. Regularly review process dashboards and ensure process controls are followed.



What are we looking for?

SAP Experience along with Comp & Ben

Adaptable and flexible

Problem-solving skills

Agility for quick learning

Written and verbal communication

In Team Management & Development, recruit and onboard new team members, ensuring proper staffing and skill alignment. Provide clear direction on responsibilities and manage performance to align with organizational goals. Foster a competitive, performance-driven culture by setting clear performance goals, monitoring team performance with monthly scorecards, and providing regular feedback. Conduct training based on team needs and engage in organizational events. Perform talent reviews, develop subject matter experts, ensure succession planning for critical roles, and enhance team morale with bonding activities. Serve as the first point of contact for people-related issues, retain talent, and collaborate with HR on key initiatives.Functional Competencies:

Extensive and demonstrable experience of HR Processes especially Comp & Benefits and Performance management.

Clear understanding of the existing metrics in the process, how they are measured, and improve the measurement system to make it more effective and transparent.

Business Process Implementation.

Strong MS Office and Excel skills.

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

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.

Proficient with Business Excellence Practices.


Roles and Responsibilities:

SAP Required

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

Desirable:oWorking knowledge of Success Factors - Employee Life Cycle and Compensation and/or Benefits Admin processes.oNew process transition.oExperience in HRO set up for multi-country support.Skills / Knowledge:

Excellent interpersonal skills - can build effective relationships with internal and external stakeholders at all levels.

Strong customer orientation - high level of responsiveness to urgent requests or troubleshooting.

Resilience and ability to work under pressure.

Good organizational, prioritization, and multi-tasking skills to deliver to deadlines.

Analytical and problem-solving skills.

Demonstrate high levels of confidentiality.

Focus on high data accuracy and attention to detail.

Ability to deal with customer complaints in a professional and friendly manner and escalate where appropriate.

Basic Leadership and coaching skills.

Team Work & Collaboration.

Self-driven.

Flexibility to work in Shifts.

Results/target oriented.

Multi-cultural awareness.

Qualifications

Any Graduation