HR Service Delivery Senior Analyst

Skill required: Employee Services - Employee and Labor Relations
Designation: HR Service Delivery Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 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? This Role involves deeper understanding of the Employee & Org Data Mgmt Process & Leveraging expertise to solve specific problems pertaining to Workforce Management. Manages and leads a team of employees. Communicates company goals, safety practices, and deadlines to team. Motivates team members and assesses performance. Provides help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members.
What are we looking for? Essentials: • Bachelor’s degree (Any decipline) Desirable: • HR Domain Certification • Knowledge and experience of Success Factors Employee Central Module Essentials: • 6 - 7 years of industry experience • 4+ years of Employee & Org data Mgmt Processes experience • 1+ years of team handling experience • Experience of working on HCM system • Client / stakeholder engagement in outsourcing environment Desirable: • Working knowledge of Success Factors - Employee Life Cycle processes • New process transition • Experience in HRO set up for multi- country support •Extensive and demonstrable experience of HR Processes especially Employee workforce Mgmt, Leave and Exit Administration • 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. • Strong MS Office and Excel skills • Client Interfacing skills (Email & Phone): Good Email etiquette, strong email drafting & keyboard skills and good phone etiquette / technique. • English language proficiency: Strong written & verbal communication skills - grammar, right word choice, sentence structure, precise / relevant content, smooth thought flow and the ability to present more information in a short span of time / space sensibly • Proficient with Business Excellence Practices • Excellent interpersonal skills - can build effective relationships with internal and external stakeholders at all levels • Strong customer orientation - high level of responsiveness to urgent requests or troubleshooting. • Resilience and ability to work under pressure • Good organizational, prioritization and multi-tasking skills to deliver to deadlines • Analytical and problem-solving skills. • Focus on high data accuracy and attention to detail
Roles and Responsibilities: Must have clear understanding of the existing metrics in the process SLA,OLA,KPI. Liaise with Service Management Team on reporting performance measures to the Client. Plan, implement & monitor volume allocation strategies within teams / resources ensuring optimum workload for the team members for meeting timelines & accuracy levels as per defined standards Create & implement governance to monitor performance metrics and ensure compliance to defined process requirements Ensure service measures & outcomes are met in accordance with the Service Level Agreement (SLA). Demonstrate strong customer service in all activities & lead by example Manage service issues & escalations via escalation process. Perform RCA & suggest appropriate corrective & preventive actions for accurate & timely service delivery and satisfactory issue resolution Ensure that Business Continuity and Disaster Recovery Plans are up to date and liaise with BCM Team and Local IT to ensure testing periodically. In-depth understanding of Employee & Org data Mgmt Processes ( New hire,exit,Job changes,etc)Processes to meet Business requirements (e.g.,timelines, quality,&costs) Acquires in depth knowledge, as required & support in Knowledge Transfer of any process Ensure all process documentation / work instructions are maintained timely, validated with process updates per current process flows to ensure compliance with documentation requirements. Escalate issues and seek advice when faced with complex issues/problems. Actively participate in all process related business meeting in-person or virtually through conference calls and ensure action and documentation of issues and agreements. Raise relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible. OE OPEX & Continuous Improvement Liaise with Business Excellence team as required to drive Operational Excellence within Team and support OE Focal. Identifies & implements improvement/innovative ideas which can reduce time/cost, improved accuracy, enhance controls, increase customer experience or create value for client Ensure the process dashboards & visual management displays are reviewed on an ongoing basis and are up-to-date. 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