HR Service Delivery Specialist

Skill required: Employee Services - Employee and Labor Relations

Designation: HR Service Delivery Specialist

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 The process lead will be responsible for supervising the day to day operational and administrative activities, ensuring that all processes are followed / executed and that deadlines are met. The Supervisor will be expected to guide their team in the fulfilment of goals in relation to Service Level Agreements. Team Lead will assist in the identification, assessment and resolution of complex issues/problems raised by team members. The Supervisor will interact with SDM/ASDM at client end. Key Result Areas: *Collaborates with client almost on a daily basis to ensure delivery of services. *Ensures service measures are met in accordance with the Service Level Agreement (SLA). *Provide performance feedback and career guidance to all direct Repartees Employee Services - More into query/case management Handle and manage process & people escalations appropriately. *Reviews queue management and ensures all requests are completed. *Suggests process improvements and helps team implement their ideas. *Acts as the SME for the process and aligns work instructions as per global procedures. *Ensure adherence to policy and procedures of the organization Manage the labor laws. This encompasses interchanges between an employer and an employee and may include discussions on salary, benefit packages and employee rights.

What are we looking for?

• Detail orientation
• Written and verbal communication Leave & Absence Administration MS Office Workday & Service Now Data Quality Problem solving and issue resolution Metrics & Reporting Operational Excellence Operations Management Project Management Service Quality Management US Regulations on LOA & Accommodation Analytical Thinking Critical Thinking Leadership and Supervision Multi Tasking/ Time Mgt Teaming and Collaboration Result Oriented " Effective Communication (verbal & Non verbal)"
• Critical Thinking
• Problem Management
• Regular review of Local Work Instruction by ensuring the latest update are captured Prioritize own activities and assist team members as needed in order to meet client deadlines and quality standards Demonstrates knowledge of Leave and Absence processes and related systems to effectively perform responsibilities Participates in cross-functional training and fulfils team backup responsibilities Researches and resolves issues related to processing leave transactions in ERP Implement the Performance Improvement Plan for Bottom Performer by working with HR Team
• Need to have minimum of 10 plus years of work experience in Leave of Absence Prior experience of handling policy discussion calls on FMLA, HIPAA & ADA is a must Need to have prior experience with the following applications: Workday & Service Now 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 Ensuring regular connect with the Client Stake holders related to Leave of Absence Ensuring regular connect with the Non Operation Stake holders (Technology, Business Excellence & Capability Development Team) Ensuring the Compliance are tracked effectively and discussed with client and leadership on regular basis Reviewing and prioritizing the requests placed by the clients. Take an active role in meeting the Client SLA s and OLA s. Responsible for team members Performance Evaluation, Career Counselling and Recognition Ensuring all SLA requirements are met as agreed with the client. Provides day to day operational statistics and escalates any potential/current issue with client Have regular connects with clients and stakeholder to discuss the changes in process or improvement ideas Execute processes and advise customers and clients on areas of employee services Provide clear communication and follow up to both the requestor and client (as appropriate) Identify, assess and resolve complex issues/problems Finalize case work when necessary to close in system as required Maintain strict confidentiality throughout conversations, investigations and while handling documentation to meet client requirements Maintain up-to-date knowledge of client policies, statutory requirements and special handling procedures in all functional areas Seek advice and escalate issues when appropriate Understanding the detailed functionality of all tools and applications used for Leave and Absence Administration. Understanding the end to end processes of Leave and Absence Administration including Client Policies, State or any governing body s regulation. Provide expertise on all Service elements of Leave and Absence. Regular review & update of OE Documents mainly FMEA & Detailed Process Map