Service Delivery Ops Senior Analyst - Accenture

Designation: Service Delivery Ops Senior Analyst

About Accenture

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

The role also involves keeping management updated on team performance and communicating concerns and policies among management and team members.

• Delivery & Client Management: Ensure adherence to designed processes, understand existing metrics, liaise with the Service Management Team, plan and monitor volume allocation strategies, create and implement governance mechanisms, ensure service measures and outcomes are met, demonstrate strong customer service, manage service issues and escalations, create logical plans with realistic estimates, develop and maintain excellent relationships with internal and external clients, and ensure Business Continuity and Disaster Recovery Plans are up to date.
• Subject Matter Expertise / Training / Updates / Quality / Documentation: In-depth understanding of Payroll Processes, support in Knowledge Transfer, communicate and implement relevant process knowledge changes, ensure all process documentation is maintained, work on robust internal quality controls, escalate issues when necessary, and actively participate in process-related business meetings.
• OE OPEX & Continuous Improvement: Liaise with the Business Excellence team, identify and implement improvement ideas, ensure process dashboards are reviewed, and ensure process controls are followed.
• Collaboration: Participate in various internal or client initiatives, liaise with Accenture Local IT, and work collaboratively with all internal and third-party stakeholders.
• Team Management & Team Development

• Extensive experience in Payroll Processes
• Clear understanding of existing metrics and how they are measured
• Business Process Implementation
• Strong MS Office and Excel skills
• Client Interfacing skills (Email & Phone)
• English language proficiency
• Proficient with Business Excellence Practices

• Problem-solving skills
• Agility for quick learning
• Written and verbal communication

• 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