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Accenture

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3.9

based on 52.8k Reviews

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Mega Company - 2024

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27795 Accenture Jobs

Service Delivery Ops Associate Manager

Accenture Solutions Pvt Ltd

3.9

based on 52.8k Reviews

10-14 years

Mumbai

1 vacancy

Service Delivery Ops Associate Manager

Accenture

posted 1d ago

Job Role Insights

Flexible timing

Key skills for the job

HR Operations Training Client Servicing Process Excellence Business Excellence Talent Management

+ 2 more

Job Description

Skill required: Talent & HR Practice - Talent Management

Designation: Service Delivery Ops Associate Manager

Qualifications:Any Graduation

Years of Experience:10 to 14 years
Language - Ability:English - Advanced

What would you do?

This role is responsible for the results of the Service Line activities to both Accenture and Client.

To ensure all the contractually agreed SLA and process steps are followed by the team members with accuracy.

Accountable for ongoing management of effective client service relationship within the service line.

Develops new approaches and processes.

Interfaces with other team leads, management and client staff and ensures good working relationships.

Provide scalable HR Operation servicesDesirable: Post graduate in human resources or related discipline

Certification in Success Factors Employee Central Module

HR Domain CertificationEssentials :

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):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

Proven track record of leading HR Operations team.

Knowledge and experience of HR Systems

Problem solving skills (Analytical skills / Collabrative thinking/ Adaptable to change)Desirable :

HR Domain certificationIn Talent Management you will need to support workforce behavior in alignment with the organization`s business strategy by designing, developing, implementing, and executing key HR processes:strategic planning; supply demand; hiring and sourcing; on-boarding and integration; training and development; objective-setting and performance management; and compensation and rewards.Communicates clearly and concisely, using appropriate level of detail, terminology and style.Retain talent and establish growth path for valued resources. Liaise with local Human Resources Team on critical issues.Team alignment and work allocation within Team to deliver business resultsKeep the team engaged and motivated. Have succession planning in place.Actively drive & particpate in Team and Organizational events.What are we looking for?

Talent Strategy

Adaptable and flexible

Problem-solving skills

Detail orientation

Ability to establish strong client relationship

Results orientationLiaise with Accenture Local IT to escalate Technology issues being faced by the Team. Participate in and/or support during Client visits.Team Development :Actively looks for ways to grow skills and experience within the Service Line.Support in Knowledge Transfer of any process/client and acquires in depth knowledge of process, as required.Assist Team with performing Root Cause Analysis on issues faced and suggest appropriate corrective and preventive actions. Ensure a robust measurement system to substantiate performance evaluation of team members, recognizes and rewards individual and team accomplishments.Enhance team moral and engagement level thorough team bonding exercises and activities. Liaise with local PPA's and Human Resources Team on driving key People initiatives.Ensure team is aware of their Goals and how their performance will be evaluated. Ensure that teams are able to explain the process. Escalation and resolution point for team members with regards to people related queries. Liaise with local Human Resources Team on critical issues. Acts as the escalation point for problems/issues within the service line. Ensure right staffing levels within the service line to deliver business results.Identify and implement procedural & policy improvements on an ongoing basis to improve the operation of the assigned service line & contribute to the advancement of the clients & Accenture s businessDrives activities to meet requirements (e.g., timelines, quality, and costs) & does whatever is needed to complete the task on time and error free.Raises relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible.Liaise with Service Management Team on reporting performance measures to the Client. Ensure that Business Continuity and Disaster Recovery Plans are up to date and tested periodically. Liaise with BCM Team and Local IT on Testing.Escalate issues and seek advice when faced with complex issues/problems.Ensure the process dashboards and visual management displays are reviewed on an ongoing basis and up-to-date.Participates in various Internal or Client initiatives related to Process.Actively participate in all process related business meeting in-person or virtually through conference calls. 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 shiftsAct as a subject matter expert for the unit Accountable for the delivery of contracted services within the assigned service line. Must have 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. Detailed understanding of Process metrics e.g. SLA, OLA, KPI. Manage the deal Budget effectively.Participate in the establishment and development of the Operations, leveraging previous (HR outsourcing) experience in order to provide a differentiated service to the clientEnsure delivery of non-commercial aspects of the outsourcing agreement, as well as standards of service (relating to quality, effectiveness, productivity, efficiency etc.)Initiate, design and implement business process excellence improvementsDemonstrate, and seeks to deepen, an awareness of business / industry issues and driversDesign and implement the procedures and principles for daily operations across the service line leveraging previous HR outsourcing experience to provide a differentiated service to the client

Make decisions to improve the operation of the assigned service line and contributes to the advancement of the clients and Accenture s business.Provide solutions to complex business problems within the service line.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 the necessary reporting and governance arrangements to ensure effective management controls are established to oversee effective and efficient operation of the service line.QualificationsAny Graduation

Employment Type: Full Time, Permanent

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