Service Delivery Ops Specialist

Skill required: Talent Acquisition - HR Delivery Strategy


Designation: Service Delivery Ops Specialist


Qualifications:Any Graduation


Years of Experience:7 to 11 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. Recruitment Admin Specialist is responsible for administration of a medium to large recruiting demand plan. The individual will be responsible to deliver outsourced recruitment services for designated clients within agreed timeframes for job posting, sourcing candidates against active and proactive demands (through job portals, professional sites, networking, head hunting, employee references, job adverts), building talent communities, screening, engaging with candidates, scheduling interviews, administering online assessments where needed, assisting with reference checks and back ground verification checks, facilitating vendor invoicing and tracking candidates on ATS as per company standards.

Extensive and demonstrable experience of sourcing candidates utilising a variety of methods including networking, on-line and off-line advertising, internet search (data mining), database searching and the use of Web 2.0 methodology (Google AdWords/Social Media etc.), social media hiring in addition to utilising relevant recruitment providers

Previous experience of working with recruitment ATS (applicant tracking system) or vacancy management systems e.g. Taleo, SuccessFactors, Kanexa etc.

Use of talent market mapping strategies to identify more right-fit candidates

Business Process Implementation

What are we looking for? Responsible for team members performance evaluation and career counseling through regular performance feedbacks

Perform Talent Review to analyze training needs of team members & and ensuring consistent learning.

Ensure succession planning for critical team members & sufficient back up planning & development of successors.

Manage attrition and implement retention strategies.

Drive team engagement and rewards & recognition strategies

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

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 data bases / 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 a team of recruiters.

English language proficiency:Strong written & verbal communication skills - grammar, right word choice, sentence structure, precise / relevant content, smooth thought flow Be a Process Expert & maintain all process documentation or work instructions to include all process updates per current process flows.

Participate actively in organizational wide initiatives like business Excellence etc.

Create a logical plan, realistic estimates and schedule for an activity or project segment.

Manage system downtime & system issues data and escalate to appropriate sources

Developing and maintaining an excellent relationship with internal and external clients and / or business partners to ensure achievement of staffing goals

Encourages clients to actively participate in developing solutions and to raise concerns.

Identifies & implements improved/innovative work processes or client/customer service.

Manage Service Issues & escalations with root cause analysis for accurate & timely service delivery

Independently identify and resolve complex issues/problems within own area of responsibility.

Build motivated team leads and SMEs to provide optimized service delivery

Conduct regular skip meetings to understand pulse of the team

Liaise with various departments / functions to resolve issues and fulfill employee expectations 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