Service Delivery Ops Associate Manager

Skill required: Employee Services - Employee and Labor Relations



Designation: Service Delivery Ops Associate Manager



Qualifications:Any Graduation



Years of Experience:10 to 14 years



What would you do?
This role is responsible for the results of the Service Line activities to both Accenture and Client. The role ensures all contractually agreed SLA and process steps are followed by team members with accuracy. It is accountable for ongoing management of effective client service relationships within the service line and involves developing new approaches and processes. The role interfaces with other team leads, management, and client staff to ensure good working relationships and provides scalable HR Operation services. The role also involves managing a team or multiple teams, including performance evaluation, coaching, and mentoring of team members, and demonstrating the highest level of leadership and integrity.

Act as a subject matter expert for the unit.

Accountable for the delivery of contracted services within the assigned service line.

Understand and improve existing metrics in the process.

Manage the deal budget effectively.

Participate in the establishment and development of operations.

Ensure delivery of non-commercial aspects of the outsourcing agreement.

Initiate, design, and implement business process excellence improvements.

Establish and maintain key relationships with the client, team leads, and client management.

Comply with all Client and Accenture Data Security/Data Protection and Quality requirements.

Implement necessary reporting and governance arrangements.

Act as the escalation point for problems/issues within the service line.

Ensure right staffing levels within the service line.

Identify and implement procedural & policy improvements.

Drive activities to meet requirements (e.g., timelines, quality, and costs).

Liaise with Service Management Team on reporting performance measures to the Client.

Ensure Business Continuity and Disaster Recovery Plans are up to date and tested periodically.

Participate in and/or support during Client visits.Employment 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.



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 Hire to Retire HR Operations Processes.

HR Service Delivery Experience.

Multi-cultural awareness.

Strong MS Office and Excel skills.

Proficient with Business Excellence Practices.

Client Interfacing skills (Email & Phone).

English language proficiency.

Proven track record of leading HR Operations team.

Knowledge and experience of HR Systems.

Problem-solving skills.


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