Delivery Operations Senior Analyst

 About The Role  

Skill required: Employee Services - Performance Testing Strategy

Designation: Delivery Operations Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

What would you do? Read, understand and analyze client process as per the business rules.Lead and manage the day-to-day operations of the Performance Management team, ensuring timely and accurate handling of employee service requests related to goal setting, feedback, and review cycles. Act as the primary escalation point for complex performance-related queries, system issues, and policy clarifications, ensuring resolution aligns with organizational standards.Coordinate the execution of performance cycles (e.g., mid-year, year-end reviews), including system readiness, communications, and data validation.Maintain accurate and timely updates to performance data, including goal alignment, manager changes, and review statuses..Execute the process accurately and timely as a hands-on processor.Escalate issues and seek advice when faced with complex issues/problems.Participate in client conference calls and prepare minutes of meeting. Ensure LWIs are followed and updated regularly and train the team members on process updates.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 Must have clear understanding of the existing matrices in the process, how they are measured and improvise the measurement system to make it more effective and transparent. Update process metrics on daily basis and maintain MIS.Always demonstrate the highest level of customer service.Pay close attention to detail and follow through to resolve any outstanding issues.Goes beyond immediate requests and activities to ensure both own and relEnsure and maintain the security and confidentiality of client data.Update client applications accurately and quickly in accordance with the appropriate User Guides.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 transparentFollow LWIs while processing & highlight any anomalies in LWIs/process documentation to the SME/Leads.Participate in Team building activities.Have customer facing experience & experience of using telephony to speak with clientsOversee day-to-day operations of the Benefits and Compensation team, ensuring timely and accurate processing of employee requests, transactions, and escalations.Lead and mentor a team of HR associates, providing guidance,

What are we looking for? Act as the primary escalation point for complex compensation adjustments, benefits issues, and policy interpretation, ensuring resolution aligns with internal standards and regulatory requirements. Collaborate with HR Business Partners, Payroll, Finance, and external vendors to ensure seamless execution of compensation cycles and benefits programs.Raises relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible.Coordinate and support annual compensation processes including merit reviews, bonus distributions, and incentive payouts, ensuring data accuracy and policy compliance.Must have clear understanding of the existing metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent. Detailed understanding of Process metrics e.g. SLA, OLA, KPI. Liaise with Service Management Team on reporting performance measures to the Client. Escalate issues and seek advice when faced with complex issues/problems.Ensure that Business Continuity and Disaster Recovery Plans are up to date and tested periodically. Liaise with BCM Team and Local IT on Testing.Creates a logical plan, realistic estimates andEnsures progress, issues and agreements are properly documented and acted upon. Assist Team with performing Root Cause Analysis on issues faced and suggest appropriate corrective and preventive actions. Support in Knowledge Transfer of any process/client and acquires in depth knowledge of process, as required.Participates in various Internal or Client initiatives related to Process.Ensure the process dashboards and visual management displays are reviewed on an ongoing basis and up-to-date.Actively participate in all process related business meeting in-person or virtually through conference calls.Liaise with Accenture Local IT to escalate Technology issues being faced by the Team. Participate in and/or support during Client visits. Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls. Must read, understand and analyze client process as per the business rules. Should become a People relations process expert within first 4 months.Work collaboratively with all internal & Third party stakeholders to achieve Business goalsEnsure that the Team is adequately staffed and resources have the right skills required for the job. Liaise with OADM,

Roles and Responsibilities: Provide team members with a clear sense of direction and understanding of each others responsibilities including career planning and succession planning.3. Ensure a robust measurement system to substantiate performance evaluation of team members, recognizes and rewards individual and team accomplishments.4. Conduct/Support Training for regional teams and on-board new team members on all areas of HRO operations and including:Controls & Compliance, Business Continuity Plans, process analysis and customer service. 5. Enhance team moral and engagement level thorough team bonding exercises and activities. Liaise with local PPAs and Human Resources Team on driving key People initiatives.6. Ensure team is aware of their Goals and how their performance will be evaluated. Ensure that teams are able to explain the process. 7. Escalation and resolution point for team members with regards to people related queries. Liaise with local Human Resources Team on critical issues. Communicates clearly and concisely, using appropriate level of detail, terminology and style.9. Retain talent and establish growth path for valued resources. Liaise with local Human Resources Team on critical issues.10. Resolve issues received via the escalation process and may assist with the researching and consulting to ensure client satisfaction in issue resolution. 11. Lead or assist with the development of detailed analyses for area of responsibility 12. Participate and potentially lead some activities/projects for area of responsibility 13. May provide input to day-to-day management and reporting of specialist budget. 14. Provide input to define standards and reusable approaches with benefit for cross-functional groups15. Demonstrate strong customer service in all activities, setting the appropriate example for other members of the Team 16. May supervise less experienced caseworkers and fill in for the manager as needed. 17. May provide input into performance assessment of team members and provide coaching/counseling toward improving performance. 18. May assist in creating annual team objectives. . May participate in interview process for new hires into caseworker roles
 Qualification Any Graduation