Service Delivery Ops Senior Analyst

Skill required: Employee Services - Employee and Labor Relations
Designation: Service Delivery Ops Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do This Role involves deeper understanding of the Employee Org Data Mgmt Process Leveraging expertise to solve specific problems pertaining to Workforce Management. Manages and leads a team of employees. Communicates company goals, safety practices, and deadlines to team. Motivates team members and assesses performance. Provides help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members. 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 Extensive and demonstrable experience of HR Processes especially Employee workforce Mangement, Leave and Exit Administration Clear understanding of the existing metrics in the process, how they are measured and improvise 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 PracticesEmployment and Labor Law encompasses the relationships among unions, employers, and employees. Labor laws grant employees in certain sectors the right to unionize and allow employers and employees to engage in certain workplace-related activities in order to further their demands for changes in the employer-employee relationship. Employment law, on the other hand, is defined more broadly as the negotiated relationships between employers and employees. Providing team members with a clear sense of direction and understanding of their responsibilities Manage and improve people performance and align them with organizational goals and objectives Create a performance driven competitive culture in the team by: o Ensuring team is aware of their goals and how their performance evaluation criteria.
What are we looking for 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. 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.Team Management Team Development Recruit on-board new team members Ensure that Business Continuity and Disaster Recovery Plans are up to date and liaise with BCM Team and Local IT to ensure testing periodically. 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.
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 LWIs 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 SLAs.Ensure and maintain the security and confidentiality of client data.