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Accenture

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3.8

based on 56.1k Reviews

Video summary

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

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Top Rated IT/ITES Company - 2024

39 Accenture Service Delivery Operations Specialist Jobs

Service Delivery Ops Specialist

Accenture Solutions Pvt Ltd

3.8

based on 56.1k Reviews

7-11 years

Bangalore / Bengaluru

Service Delivery Ops Specialist

Accenture

posted 1hr ago

Job Role Insights

Flexible timing

Key skills for the job

Workday Workforce Management Service Delivery Management Employee Relations Process Improvement Performance Management

Job Description

Skill required: Employee Services - Employee and Labor Relations

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.

Excellent interpersonal skills - can build effective relationships with internal and external stakeholders at all levels

Self driven

Strong customer orientation - high level of responsiveness to urgent requests or troubleshooting.

Basic leadership and coaching skills

Resilient and able to work under pressure

Good organizational, prioritization and multi-tasking skills in order to deliver to deadlines

Continuous improvement mindset

Demonstrate high levels of confidentiality

Flexibility to work in Shifts.

Team Work & collaboration

Excellent Team Management Skills

Strong MS Office and Excel skills

Continuous improvement mindset & Proficiency in Business Excellence Practices

Extensive and demonstrable experience of HR Processes especially Employee workforce Mangement, Performance management, Leave and Exit 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. 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? 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.

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

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. Liaise with Accenture Leadership, Recruitment and IJP Teams on staffing requirements.

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

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. 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.QualificationsAny Graduation

Employment Type: Full Time, Permanent

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