Service Delivery Ops Associate Manager

Job Description

Skill required: Employee Services - Employee Data Process Design Designation: Service Delivery Ops Associate Manager Qualifications: Any Graduation Years of Experience: 10 to 14 years About Accenture What would you do This role is responsible for the results of the Service Line activities to both Accenture and Client. The role ensures all contractually agreed SLA and process steps are followed by team members with accuracy. It is accountable for ongoing management of effective client service relationships within the service line and involves developing new approaches and processes. The role interfaces with other team leads, management, and client staff to ensure good working relationships and provides scalable HR Operation services. The role also involves managing a team or multiple teams, including performance evaluation, coaching, and mentoring of team members, and demonstrating the highest level of leadership and integrity.Primary Responsibilities / Accountabilities:Act as a subject matter expert for the unit.Accountable for the delivery of contracted services within the assigned service line. Understand and improve existing metrics in the process.Manage the deal budget effectively.Participate in the establishment and development of operations.Ensure delivery of non-commercial aspects of the outsourcing agreement.Initiate, design, and implement business process excellence improvements.Establish and maintain key relationships with the client, team leads, and client management. Comply with all Client and Accenture Data Security/Data Protection and Quality requirements.Implement necessary reporting and governance arrangements.Act as the escalation point for problems/issues within the service line.Ensure right staffing levels within the service line.Identify and implement procedural & policy improvements.Drive activities to meet requirements (e.g., timelines, quality, and costs).Liaise with Service Management Team on reporting performance measures to the Client.Ensure Business Continuity and Disaster Recovery Plans are up to date and tested periodically.Participate in and/or support during Client visits. What are we looking for Functional Competencies:Extensive and demonstrable experience of Hire to Retire HR Operations Processes.HR Service Delivery Experience.Multi-cultural awareness.Strong MS Office and Excel skills. Proficient with Business Excellence Practices.Client Interfacing skills (Email & Phone).English language proficiency.Proven track record of leading HR Operations team. Knowledge and experience of HR Systems.Problem-solving skills.Experience:12+ years of overall HR experience.10+ years of experience in Employee & Org Data Management, preferably on a Cloud ERP.9+ years of team handling. Skills / Knowledge:Excellent interpersonal skills.Self-driven. Strong customer orientation.Advanced leadership and coaching skills.Resilient and able to work under pressure.Good organizational, prioritization, and multi-tasking skills.Continuous improvement mindset.High levels of confidentiality.Teamwork & collaboration.Excellent Team Management Skills. Excellent communication & Customer Service skills.Strong MS Office and Excel skills.Education Qualification:Essentials:Bachelors degree (Any discipline). Desirable:Postgraduate in human resources or related discipline, Certification in Success Factors Employee Central Module, HR Domain Certification. Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures The person requires understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor or team leads Generally interacts with peers and/or management levels at a client and/or within Accenture The person should require minimal guidance when determining methods and procedures on new assignments Decisions often impact the team in which they reside and occasionally impact other teams Individual would manage medium-small sized 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 Qualification Any Graduation