HR Service Delivery Associate Manager

Designation: HR Service Delivery Associate Manager

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

What would you do? Reporting to the Manager Payroll Operations, People Services, this position focuses on the support of our core HR system – Workday. The role will have an emphasis on supporting users on key business processes using Workday and proactively maintaining our data integrity while identifying enhancement opportunities to simplify our HR administration and improve our overall colleague experience.

• Provide support for all Tier 2 level inquiries including troubleshooting, data corrections, and business process clarification for all colleagues on Workday across the enterprise
• Help users navigate challenges by leveraging training materials and other experience
• Provide 1 on 1 coaching to help users troubleshoot errors
• Self-serve knowledge base
• Create and oversee incident tickets & identify assigned groups (functional, technical, reporting and data) and ensure that issues are resolved within a reasonable timeframe as per defined SLA’s
• Reach out to other support areas when solution is not easily obtained

• Action various Workday inbox items pertaining to various Human Capital Management (HCM) business processes
• Adhere to documented processes to ensure data is maintained accurately and timely
• Understand data performance requirements and impact to current production
• Analyze, explain and resolve business process and master data related inquiries from business community and provide root cause analysis solution & possible recommendations
• Participate in data governance projects as required
• Analyze issues (including data and process issues) and identify opportunities for systems and process optimization
• Escalate technical issues to the HR Technology team and follow up with key stakeholders
• Lead a team of colleagues who provide a large range of support to the business to assist with problem resolution or providing information. This role also oversees the data analysis and reporting team.
• Applies subject matter expertise, root cause analysis, and business relationships to drive continuous improvement in contact center;
• Lead operations for testing and rollout of new programs or practices;
• Collaborate closely with internal & external business partners to drive improvements in systems, reporting tools, training materials, or any other tools required to improve the team.
• Develops new control systems

• Customer Support Operations
• Service Desk Management
• Adaptable and flexible
• Problem-solving skills
• Written and verbal communication
• Agility for quick learning
• Strong working knowledge of HRIS (Workday experience preferred)

• Experienced people leader and coach.
• Ability to juggle multiple conflicting priorities and objectives, while adhering to strict timelines and maintaining a positive demeanor
• Critical thinking ability, analytical mindset and professional judgement
• Professionalism, integrity, and respect for confidentiality
• Can work in a fast-paced work environment
• Excellent communication skills & the ability to work at all levels of an organization
• Workday

• 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