Delivery Operations Team Lead

Skill required: Employee Services - Employee Data Process Design

Designation: Delivery Operations Team Lead

Qualifications:Any Graduation

Years of Experience:7 to 11 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do? Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costs 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.
• Participate actively in organization wide initiatives.
• Make decisions about the day-to-day operation of the team, including monitoring of workload, systems, staffing, and scheduling Employee Services - More into query/case management
• Monitoring 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 Accenture stakeholders.
• Encourage and drive continuous improvement measures on day-to-day basis within area of responsibility till closure.
• Timely and transparent recognition and rewards for the team.
• Recommend cost-effective, efficient procedural or production alternatives.
• Required to work within clear budgetary guidelines.
• Develop People through mentoring and resolve conflicts. Drive coaching culture.
• Monitor and encourage the Team to create/follow up on development plans
• Provide Input to monthly top level service analysis for client
• Develop and drive comprehensive generic training plans to meet the needs. The design of employee data processes to manage employment data, records and transactions using standard technologies and processes. Ensure high degree of compliance to the documented processes, client/organizational policies.
• Participate in the definition of current process performance baseline metrics (as defined in Metrics Data Collection Plan) and track/report on all Operational Stats
• Ensure OE documentation is updated and drive OE 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 operational 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 What are we looking for?
• People Engagement Client Reference Data Management Communication Microsoft Excel Delivery Excellence Problem-solving skills Ability to perform under pressure Strong analytical skills Written and verbal communication Commitment to quality People Engagement 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