Service Delivery Operations Senior Analyst

 About The Role  

Skill required: Employee Services - Employee Data Process Design

Designation: Service Delivery Operations Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

What would you do? This role involves a deeper understanding of HR operations. You will leverage your expertise to solve specific problems related to Comp & Benefits, WDM and Payroll. You will manage and lead a team of employees, communicate company goals, safety practices, and deadlines to the team, motivate team members, assess performance, provide help to management (including hiring and training), and keep management updated on team performance. You will also communicate concerns and policies among management and team members.Ensure adherence to designed processes.Understand existing metrics in the process, how they are measured, and improve the measurement system to make it more effective and transparent. Detailed understanding of Process metrics e.g., SLA, OLA, KPI.Liaise with the Service Management Team on reporting performance measures to the Client.Plan, implement & monitor volume allocation strategies within teams/resources ensuring optimum workload for team members to meet timelines & accuracy levels as per defined standards.Create & implement governance/review mechanisms to monitor performance metrics and ensure compliance with 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.Raise relevant quality and/or scope issues which may impact delivery and streamline decision-making processes where possible.Manage service issues & escalations via the escalation process. Perform root cause analysis and suggest appropriate corrective & preventive actions for accurate & timely service delivery and satisfactory issue resolution.Create a logical plan with realistic estimates and schedules for an activity or project segment. Ensure progress, issues, and agreements are properly documented and acted upon.Develop & maintain an excellent relationship with internal and external clients and/or business partners to ensure the achievement of business goals.Ensure that Business Continuity and Disaster Recovery Plans are up to date and liaise with the BCM Team and Local IT to ensure periodic testing.

What are we looking for? Acquire in-depth knowledge as required & support in Knowledge Transfer of any process.Read, understand & analyze client processes as per the business rules. Become a process expert within the first 4 months and then demonstrate the knowledge & subject matter expertise of the process to help team members and resolve issues.Communicate, train & implement relevant process knowledge changes/updates to the team.Ensure all process documentation/work instructions are maintained timely, validated with process updates per current process flows to ensure compliance with documentation requirements.Work on robust internal quality controls to meet accuracy levels.Work on defined complex cases and perform minimum quality checks to note the health of the process.Escalate issues and seek advice when faced with complex issues/problems.Actively participate in all process-related business meetings 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 streamline decision-making processes where possible.Liaise with the Business Excellence team as required to drive Operational Excellence within the Team and support OE Focal.Identify & implement improvement/innovative ideas which can reduce time/cost, improve accuracy, enhance controls, increase customer experience, or create value for the client.Ensure the process dashboards & visual management displays are reviewed on an ongoing basis and are up-to-date.Ensure process controls are put in place & followed.

Roles and Responsibilities: In this role you are required to do analysis and solving of increasingly complex problems Your day to day interactions are with peers within Accenture You are likely to have some interaction with clients and/or Accenture management You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments Decisions that are made by you impact your own work and may impact the work of others In this role you would be an individual contributor and/or oversee a small work effort and/or team Please note that this role may require you to work in rotational shifts Desirable:HR Domain Certification, Knowledge and experience of Success Factors Employee Central Module.
 Qualification 
Any Graduation