Service Delivery Ops Specialist

Designation: Service Delivery Ops Specialist

About Accenture

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• 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.
• Monitor the voice of the customer through surveys and other means of communication. Be assertive and work through the development areas as voiced by the client, third parties, or stakeholders.
• Encourage and drive continuous improvement measures on a day-to-day basis within the area of responsibility till closure.
• Timely and transparent recognition and rewards for the team. Keep the team engaged and motivated.
• Recommend cost-effective, efficient procedural or production alternatives.
• Develop people through mentoring and resolve conflicts. Drive coaching culture.
• Monitor and encourage the team to create/follow up on development plans.
• 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 a high degree of compliance with the documented processes, client/organizational policies.
• 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.
• Analyze root causes of issues, escalations, errors and have a remedial action through process improvement.
• Plan & manage daily staffing, employee grievances if any for the geography and the specialist support teams.
• 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.

• Extensive and demonstrable experience of Payroll Processes.
• Business Process Implementation.
• SuccessFactors Experience a plus.
• HR Domain certification/Payroll Certification would be a plus.
• Strong MS Office and Excel skills.
• Proficient with Business Excellence Practices.
• Adaptable and flexible
• Problem-solving skills
• Agility for quick learning
• Written and verbal communication

• 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