Service Delivery Ops Specialist

Skill required: Payroll - Payroll Process Design



Designation: Service Delivery Ops Specialist



Qualifications:Any Graduation



Years of Experience:7 to 11 years



What would you do?
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. You will be responsible for managing a team or multiple teams where you will be responsible for performance evaluation, coaching, and mentoring of team members. We expect you to demonstrate the highest level of leadership and integrity.

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.

Participate actively in Team & Organization wide initiatives.

Monitor the voice of the customer through surveys and other means of communication. Be assertive and work through the development areas as voiced by the client, third parties, or stakeholders.

Encourage and drive continuous improvement measures on a day-to-day basis within the area of responsibility till closure.

Timely and transparent recognition and rewards for the team. Keep the team engaged and motivated.

Recommend cost-effective, efficient procedural or production alternatives.

Develop people through mentoring and resolve conflicts. Drive coaching culture.

Monitor and encourage the team to create/follow up on development plans.

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 a high degree of compliance with the documented processes, client/organizational policies.

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

Ensure all team members have the correct skills and are trained to deliver all the contractual requirements, to achieve Business Excellence.

Analyze root causes of issues, escalations, errors and have a remedial action through process improvement.

Plan & manage daily staffing, employee grievances if any for the geography and the specialist support teams.

Work collaboratively with all internal & third-party stakeholders to achieve business goals.

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.



What are we looking for?
Functional Competencies:

Extensive and demonstrable experience of Payroll Processes.

Business Process Implementation.

SuccessFactors Experience a plus.

HR Domain certification/Payroll Certification would be a plus.

Strong MS Office and Excel skills.

Proficient with Business Excellence Practices.

Adaptable and flexible

Problem-solving skills

Agility for quick learning

Written and verbal communication


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


Qualifications

Any Graduation