Delivery Operations Specialist

Skill required: Employee Services - Employee Data Process Design

Designation: Delivery Operations 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?

• Monitor and review administrative and operational activities within the allotted team to ensure achievement of operational or deal objectives.
• Monitor and 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. 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 by identifying and implementing improved/innovative/re-engineered work processes.
• Recommend cost-effective, efficient procedural or production alternatives.
• Communicate, train, and implement relevant process knowledge changes/updates to the team.
• Ensure service measures and outcomes are met in accordance with the Service Level Agreement (SLA).
• Plan, implement, and monitor volume allocation strategies within teams/resources ensuring optimum workload for the team members for meeting timelines and accuracy levels as per defined standards.
• Create and implement robust internal quality controls to ensure accuracy levels are met.
• Monitor and measure performance through regular process reviews of metrics.
• Drive productivity measures for optimum utilization of FTEs.
• Create and implement robust internal quality controls to ensure accuracy levels are met.
• Monitor and measure performance through regular process reviews of metrics.
• Drive productivity measures for optimum utilization of FTEs.
• Create and implement governance mechanisms to ensure compliance with defined process requirements.
• Demonstrate the knowledge and subject matter expertise to help resolve issues.
• Review Change Requests, do impact analysis, and cascade changes to the team.
• Be a Process Expert and 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.
• Create a logical plan, realistic estimates, and schedule for an activity or project segment. What are we looking for?
• Develop and maintain an excellent relationship with internal and external clients and/or business partners to ensure achievement of staffing goals.
• Encourage clients to actively participate in developing solutions and to raise concerns.
• Manage service issues and escalations with root cause analysis for accurate and timely service delivery.
• Independently identify and resolve complex issues/problems within own area of responsibility.
• Conduct regular skip meetings to understand the pulse of the team and resolve team concerns.
• Responsible for team members performance evaluation and career counseling through regular performance feedback.
• Perform talent review to analyze training needs of team members and ensure consistent learning.
• Ensure succession planning for critical team members and sufficient backup planning and development of successors.
• Manage attrition and implement retention strategies.
• Drive team engagement and timely rewards and 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 and 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 Leadership, Recruitment, and IJP Teams on staffing requirements.
• Extensive and demonstrable experience of HR Processes especially Employee workforce Management, Performance management, Leave and Exit Administration.
• Previous experience of working on HCM systems preferably cloud-based like Workday, SuccessFactors, Oracle, etc.
• Postgraduate in human resources or related discipline. Certification in SuccessFactors Employee Central Module. HR Domain Certification will be added advantage. 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