HR Service Delivery Associate Manager

Skill required: Employee Services - Workday Talent Management


Designation: HR Service Delivery Associate Manager


Qualifications:Any Graduation


Years of Experience:10 to 14 years


What would you do?
Reporting to the Manager Payroll Operations, People Services, this position focuses on the support of our core HR system – Workday. The role will have an emphasis on supporting users on key business processes using Workday and proactively maintaining our data integrity while identifying enhancement opportunities to simplify our HR administration and improve our overall colleague experience.User support/ End User Support

Provide support for all Tier 2 level inquiries including troubleshooting, data corrections, and business process clarification for all colleagues on Workday across the enterprise

Help users navigate challenges by leveraging training materials and other experience

Provide 1 on 1 coaching to help users troubleshoot errors

Self-serve knowledge base

Create and oversee incident tickets & identify assigned groups (functional, technical, reporting and data) and ensure that issues are resolved within a reasonable timeframe as per defined SLA's

Reach out to other support areas when solution is not easily obtainedData Governance Support/ Production Support

Action various Workday inbox items pertaining to various Human Capital Management (HCM) business processes

Adhere to documented processes to ensure data is maintained accurately and timely

Understand data performance requirements and impact to current production

Analyze, explain and resolve business process and master data related inquiries from business community and provide root cause analysis solution & possible recommendations

Participate in data governance projects as required

Analyze issues (including data and process issues) and identify opportunities for systems and process optimization

Escalate technical issues to the HR Technology team and follow up with key stakeholders

Lead a team of colleagues who provide a large range of support to the business to assist with problem resolution or providing information. This role also oversees the data analysis and reporting team.

Applies subject matter expertise, root cause analysis, and business relationships to drive continuous improvement in contact center;

Lead operations for testing and rollout of new programs or practices;

Collaborate closely with internal & external business partners to drive improvements in systems, reporting tools, training materials, or any other tools required to improve the team.

Develops new control systems


What are we looking for?

Customer Communications

Customer Support Operations

Service Desk Management

Adaptable and flexible

Problem-solving skills

Written and verbal communication

Agility for quick learning

Strong working knowledge of HRIS (Workday experience preferred)

Consistent track record of influencing and driving business improvement decisions.

Experienced people leader and coach.

Ability to juggle multiple conflicting priorities and objectives, while adhering to strict timelines and maintaining a positive demeanor

Critical thinking ability, analytical mindset and professional judgement

Professionalism, integrity, and respect for confidentiality

Can work in a fast-paced work environment

Excellent communication skills & the ability to work at all levels of an organization

Workday

Roles and Responsibilities:

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

Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures

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

Primary upward interaction is with direct supervisor or team leads

Generally interacts with peers and/or management levels at a client and/or within Accenture

The person should require minimal guidance when determining methods and procedures on new assignments

Decisions often impact the team in which they reside and occasionally impact other teams

Individual would manage medium-small sized 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