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Accenture

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3.9

based on 54.4k Reviews

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

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50 Accenture Service Delivery Operations Specialist Jobs

Service Delivery Ops Specialist

Accenture Solutions Pvt Ltd

3.9

based on 54.4k Reviews

7-11 years

Bangalore / Bengaluru

Service Delivery Ops Specialist

Accenture

posted 17d ago

Job Role Insights

Flexible timing

Key skills for the job

Oracle Export Documentation Service Delivery Management Root Cause Analysis Succession Planning

Job Description

Skill required: Talent Development - Learning Delivery Operations

Designation: Service Delivery Ops Specialist

Qualifications:Any Graduation

Years of Experience:7 to 11 years

What would you do? Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costs"

The purpose of this role is to manage a team to meet the required service performance metrics .

Ensures the service line operations are efficient and effective.Monitor/Review along with team on administrative and operational activities within the allotted team to ensure achievement of operational or deal objectives.

Monitor/measure performance through metrics, audits and other processes to ensure that organizational initiatives are in place and goals are achieved.

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

Provide Business Development support to the Service Delivery Manager and the client services team through active participation in client visits and other initiatives.Talent Development process Participate actively in Team & Organization wide initiatives.

Monitoring the voice of the customer through surveys and other means of communication. Work through the development areas as voiced by the client, Third parties or Accenture stakeholders.

Encourage and drive continuous improvement measures on day-to-day basis by identifies & implementing improved/innovative/ re-engineered work processes

Recommend cost-effective, efficient procedural or production alternatives.

Communication, training and implementing relevant Process knowledge change/updates to the team.

Ensure service measures & outcomes are met in accordance with the Service Level Agreement (SLA).

In Learning Delivery Operations you will be ensuring successful delivery of learning solutions and review their effectiveness and applicability.Plan, implement & monitor volume allocation strategies within teams / resources ensuring optimum workload for the team members for meeting timelines & accuracy levels as per defined standards

Create & implement robust Internal quality controls to ensure accuracy levels are met.

Monitor/measure performance through regular process reviews of metrics

Drive productivity measures for optimum utilization of FTEs

Create & implement governance mechanism to ensure compliance to defined process requirements.

Demonstrate the knowledge & subject matter expertise to help resolve issues.

Review Change Requests, do impact analysis and cascade changes to team

What are we looking for?

Adaptable and flexible

Ability to perform under pressure

Problem-solving skills

Detail orientation

Ability to establish strong client relationship

Ensure adherence to policy and procedures of the organization.

Ensure that the Team is adequately staffed and resources have the right skills required for the job. Liaise with Accenture Leadership, Recruitment and IJP Teams on staffing requirements.Bachelors degree (Any discipline)"Essentials :

8+ Years overall experience

6+ Years Learning admin process experience with similar background Desirable :

HR Domain certification Certification would be a plus

Workday Experience is a plus

Exposure to BPO industry Knowledge of LMS systems is a mustCorner stone experience prefered

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

Analytical and problem-solving skills.

Demonstrate high levels of confidentiality

Attention to detail & quality driven- in comm

Administration

Previous experience of working on HCM systems preferably cloud based like Workday, Successfactors, Oracle etc.

Business Process Implementation

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 HR Operations team.

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 experience of continuous improvements

Roles and Responsibilities:

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

May create new solutions, leveraging and, where needed, adapting existing methods and procedures

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

Primary upward interaction is with direct supervisor

May interact with peers and/or management levels at a client and/or within Accenture

Guidance would be provided when determining methods and procedures on new assignments

Decisions made by you will often impact the team in which they reside

Individual would manage small 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

Review Change Requests, do impact analysis and cascade changes to team

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.

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.

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.

Conduct regular skip meetings to understand pulse of the team & resolve team concerns

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 timely rewards & recognition strategies

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

Ensure that Business Continuity and Disaster Recovery Plans are up to date and tested periodically. Liaise with BCM Team and Local IT on Testing.

Ensure Business Excellence documentation is updated and drive Business Excellence methodologies in day to day operations.QualificationsAny Graduation

Employment Type: Full Time, Permanent

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What Service Delivery Operations Specialist at Accenture are saying

4.0

Rating based on 6 Service Delivery Operations Specialist reviews

Anonymous · Finance & Accounting in Mumbai

Likes

Nothing to be liked

Salary - Good

+1 more

Dislikes

Micro management..no freedom to rake decision.

Read 6 Service Delivery Operations Specialist reviews

Service Delivery Operations Specialist salary at Accenture

reported by 113 employees with 7-20 years exp.

₹7.2 L/yr - ₹18 L/yr

5% more than the average Service Delivery Operations Specialist Salary in India

View more details

What Accenture employees are saying about work life

based on 54.4k employees

65%

85%

68%

76%

Flexible timing

Monday to Friday

No travel

Day Shift

View more insights

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