Job
Description
Skill required: Customer Operations - Voice - Service Desk Voice Support Designation: Customer Contact Comms Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years Language - Ability: German - Elementary 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? HR Service Delivery is a process under Talent & HR and consists in managing, providing support or interacting with following sub-processes: Benefits; Health & Pension Provider Management; Case Management; Workforce & Data Administration; Base & Incentive Pay Administration; Compensation & Payroll; Recognition and Rewards; Salary Survey Management; Contact Center Support; HR Portal; Global Mobility; Process Pre-Payroll; Process Time Management; Agent Training/ Learning and Communications; Quality Assurance; Reporting; Technical Support and Administration; Workforce Management; Document Production; Employee & Job Data Change; Exit Management; Organization & Position Management, Onboarding Management Roles and Responsibilities: processes transactions for different clients and business processes in various systems communicated by direct management with the help of different tools. demonstrates knowledge of processes and related systems to effectively perform their responsibilities. solve problems by precedent and reference detailed instructions and procedural documents, escalating issues and seeking advice when faced with complex issues and problems outside procedure. Job requirements: Solves situations related to policy holders’ /clients/ third party providers/collaborators queries with the help of specific HR procedures Ensures the accuracy of the documents processed according to the norms / objectives set by the direct manager Update processes and procedures reflecting the acknowledged changes Develops good client relationships and raises in time the risks related to client management / satisfaction Subject to regular local supervision of progress against results. Proactively performing preventive quality controls and taking corrective actions when errors occur What are we looking for? General requirements Update and maintain various systems/tools per standard process documentation Execute transactions with minimal direction, enter data and retrieve information from group specific system (new employees initially require supervision / support) Audit your own data entry for accuracy and applying the necessary corrections Conduct data verification to ensure the required result Respond to various requests for information, as needed. Escalate to supervisor as appropriate File, archive and retrieve documents (paper-based and electronic) using filing standards Produce standard correspondence by following existing templates. Adhere to client formatting and quality standards. Proof and edit work for grammar, syntax, and punctuation to ensure professional and ethical communication. Respond to information requests by searching, summarizing research results and compiling in requested format Follow established policies, procedures and methods Participate in process improvement initiatives or special projects as assigned Meet established goals and objectives. EXPERTISE Knowledge process: Expected to be knowledgeable about their own work, responsibilities & objectives and the work performed by their team. DECISION MAKING Impact & Risk: Typically receives direction and feedback from their supervisor on setting priorities or assigning and managing tasks on a daily to weekly or monthly basis Expected consequences for mistakes in their work would include missing personal or team deadlines and may be escalated to their direct supervisor Involved in risk mitigation decisions for their own work or their immediate team Authority: Expected to contribute to decisions related to their own work SCOPE Problem Solving: Expected to provide solutions for problems related to their own work, and may provide solutions to problems for their immediate team Complexity: Provided guidance and instructions to help them complete complex activities Expected to complete tasks according to procedure Span: Breadth of responsibilities extends to their own projects/work efforts and may extend to the team COLLABORATION Typically, may have frequent exposure to various management levels and expected to do the following in meetings internal or externals Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Show more Show less
