[ref. k83274804] Service Delivery Ops Specialist

Designation: Service Delivery Ops Specialist

About Accenture

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• Ensures the service line operations are efficient and effective.

• 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.

• 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).
• In Learning Delivery Operations you will be ensuring successful delivery of learning solutions and review their effectiveness and applicability.

• 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.
• Demonstrate the knowledge & subject matter expertise to help resolve issues.
• Review Change Requests, do impact analysis and cascade changes to team

• Ability to perform under pressure
• Problem-solving skills
• Detail orientation
• Ability to establish strong client relationship
• 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.

Bachelor’s degree (Any discipline)

• 8+ Years overall experience
• 6+ Years Learning admin process experience with similar background

• HR Domain certification Certification would be a plus
• Workday Experience is a plus
• Exposure to BPO industry

• 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.
• Demonstrate high levels of confidentiality
• Attention to detail & quality driven – in comm
• Administration
• Previous experience of working on HCM systems preferably cloud based like Workday, Successfactors, Oracle etc.
• Business Process Implementation
• Working knowledge of other MS Office Suite (Outlook, PowerPoint & One Note) - Ability to understand and make sense of large amounts of data in a complex environment, strong Excel & Word skills, ability to comprehend and quickly learn client data bases / menu based systems and ability to present data in a comprehensible format
• Client Interfacing skills (Email & Phone): Good Email etiquette, strong email drafting & keyboard skills and good phone etiquette / technique.
• Proven track record of leading HR Operations team.
• 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
• Proven experience of continuous improvements

• May create new solutions, leveraging and, where needed, adapting existing methods and procedures
• The person would require understanding of the strategic direction set by senior 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
• 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.
• Ensure 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.

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