[ref. i48125524] Accenture - Service Delivery Ops Senior Analyst

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

• Retain talent and establish growth plans for critical resources.
• Liaise with local PPA’s & human resources team on driving key people initiatives & critical issues.

• Perform talent reviews to analyze training needs of team members & nominate them in trainings programs accordingly.
• Develop subject matter experts within the team to provide optimized service delivery
• Ensure succession planning for critical team members & sufficient back up planning & development of successors.
• Enhance team morale and engagement level thorough team bonding exercises & activities.
• Be the first point of contact for escalation and resolution point for team members with regards to people related queries.

• Recruit & on-board new team members
• Ensure that the team is adequately staffed and resources have the right skills required for the job. Liaise with leadership, recruitment and IJP Teams on staffing requirements.
• Providing team members with a clear sense of direction and understanding of their responsibilities
• Manage and improve people performance and align them with organizational goals and objectives
• Create a performance driven competitive culture in the team by:

o Ensuring team is aware of their goals and how their performance evaluation criteria.

o Monitor team members performance and Prepare Monthly scorecard of their performance.

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• Escalate issues and seek advice when faced with complex issues/problems.
• Actively participate in all process related business meeting 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 streamlines decision-making processes where possible.

• Liaise with Business Excellence team as required to drive Operational Excellence within Team and support OE Focal.
• Identifies & implements improvement/innovative ideas which can reduce time/cost, improved accuracy, enhance controls, increase customer experience or create value for 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;

• Participates in various internal or client initiatives related to process.
• Liaise with Accenture Local IT to escalate Technology issues being faced by the Team.
• Work collaboratively with all internal & third-party stakeholders to achieve business goals.

• Ensure adherence to designed process
• Must have clear understanding of the existing metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent. Detailed understanding of Process metrics e.g. SLA, OLA, KPI.
• Liaise with Service Management Team on reporting performance measures to the Client.
• 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 governance/review mechanism to monitor performance metrics and ensure compliance to defined process requirements.

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
• 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 streamlines decision-making processes where possible.
• Manage service issues & escalations via 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 schedule 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 achievement of business goals• Ensure that Business Continuity and Disaster Recovery Plans are up to date and liaise with BCM Team and Local IT to ensure testing periodically. Subject Matter expertise / Training/Updates/ Quality/ documentation• In-depth understanding of Employee & Org data Mgmt Processes ( New hire, exit, Job changes etc) Processes to meet Business requirements (e.g., timelines, quality, and costs) • Acquires in depth knowledge, as required & support in Knowledge Transfer of any process• Must read, understand & analyze client process as per the business rules. Should become a process expert within 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 change/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."