Service Delivery Ops Team Lead

Skill required: Talent & HR - Talent Management

Designation: Service Delivery Ops Team Lead

Qualifications:Any Graduation

Years of Experience:7 to 11 years

What would you doImprove workforce performance and productivity, boosts business agility, increases revenue and reduces costs. The purpose of this role is to manage a team to meet the required service performance metrics . Ensures the service line operations are efficient and effective.Talent & HR process

Candidates need to come with min. 2+ years of HRO experience Support workforce behavior in alignment with the organization`s business strategy by designing, developing, implementing, and executing key HR processes:strategic planning; supply demand; hiring and sourcing; on-boarding and integration; training and development; objective-setting and performance management; and compensation and rewards.

What are we looking forEnsure succession planning for critical team members & sufficient back up planning & development of successors. Manage attrition and implement retention strategies. Drive team engagement and timely rewards & recognition strategies Manage and improve people performance and align them with organizational goals and objectives Ensure that Business Continuity and Disaster Recovery Plans are up to date and tested periodically. Liaise with BCM Team and Local IT on Testing.

Ensure Business Excellence documentation is updated and drive Business Excellence methodologies in day to day operations. Ensure all team members have the correct skills and are trained to deliver all the contractual requirements, to achieve Business Excellence Work collaboratively with all Internal & third party stakeholders to achieve Business goals. Ensure adherence to policy and procedures of the organization.

Ensure that the Team is adequately staffed and resources have the right skills required for the job. Liaise with Accenture Leadership, Recruitment and IJP Teams on staffing requirements. Demonstrate the knowledge & subject matter expertise to help resolve issues. Review Change Requests, do impact analysis and cascade changes to team Be a Process Expert & maintain all process documentation or work instructions to include all process updates per current process flows. Participate actively in organizational wide initiatives like business Excellence etc. Create a logical plan, realistic estimates and schedule for an activity or project segment.

Developing and maintaining an excellent relationship with internal and external clients and / or business partners to ensure achievement of staffing goals Encourages clients to actively participate in developing solutions and to raise concerns.

Manage Service Issues & escalations with root cause analysis for accurate & timely service delivery Independently identify and resolve complex issues/problems within own area of responsibility. Conduct regular skip meetings to understand pulse of the team & resolve team concerns Responsible for team members performance evaluation and career counseling through regular performance feedbacks

Perform Talent Review to analyze training needs of team members & and ensuring consistent learning.
Roles and Responsibilities:

In this role you are required to do analysis and solving of moderately complex problems May create new solutions, leveraging and, where needed, adapting existing methods and procedures The person would require understanding of the strategic direction set by management as it relates to team goals Primary upward interaction is with direct supervisor May interact with peers and/or management levels at a client and/or within Accenture Guidance would be provided when determining methods and procedures on new assignments

Decisions made by you will often impact the team in which they reside Individual would manage small 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 Monitor/Review along with team on administrative and operational activities within the allotted team to ensure achievement of operational or deal objectives. Monitor/measure performance through metrics, audits and other processes to ensure that organizational initiatives are in place and goals are achieved.

Manage and improve people performance and align them with organizational goals and objectives. Provide Business Development support to the Service Delivery Manager and the client services team through active participation in client visits and other initiatives. Participate actively in Team & Organization wide initiatives. Monitoring the voice of the customer through surveys and other means of communication. Work through the development areas as voiced by the client, Third parties or Accenture stakeholders. Encourage and drive continuous improvement measures on day-to-day basis by identifies & implementing improved/innovative/ re-engineered work processes Recommend cost-effective, efficient procedural or production alternatives.

Communication, training and implementing relevant Process knowledge change/updates to the team. Ensure service measures & outcomes are met in accordance with the Service Level Agreement (SLA). 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 robust Internal quality controls to ensure accuracy levels are met. Monitor/measure performance through regular process reviews of metrics Drive productivity measures for optimum utilization of FTEs Create & implement governance mechanism to ensure compliance to defined process requirements.
Qualification
Any Graduation