Delivery Operations Associate Manager

Delivery Operations Associate Manager

Skill Required: Employee Services - Employee Data Process Design

Designation: Delivery Operations Associate Manager

Qualifications: Any Graduation

Years of Experience: 10 to 14 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song—all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. 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.

What Would You Do?

Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costs

Participate in the establishment and development of the operation, leveraging previous (HR outsourcing) experience in order to provide a differentiated service to the client

Ensure delivery of non-commercial aspects of the outsourcing agreement, as well as standards of service (relating to quality, effectiveness, productivity, efficiency etc.)

Initiate, design and implement business process excellence improvements

Demonstrate, and seeks to deepen, an awareness of business / industry issues and drivers

Make decisions to improve the operation of the assigned service line and contributes to the advancement of the clients and Accenture’s business

Provide solutions to complex business problems within the service line

Employee Services - More into query/case management

Establish and maintain key relationships with the client, team leads and client management

Can act as a subject matter expert

Understand and adhere to Data Protection Criteria

Demonstrates excellent client care skills

Recognized as having expert knowledge and vision for the assigned service line (Workforce Administration)

Produces solutions to complex business problems

Develops new concepts and opportunities within their Service Line

Contributes to policy and direction setting

Complies with all Client and Accenture Data Security and Quality requirements

The design of employee data processes to manage employment data, records and transactions using standard technologies and processes

Is accountable for the results of the Service Line activities to both Accenture and Clients

Accountable for ongoing management of effective client service relationship within the service line

Develops new approaches and processes

Interfaces with other team leads, management and client staff and ensures good working relationships

Ensures the service line operations are efficient and effective and that SLAs are met

Ensure the first-class delivery of service to clients

Participate in and/or support during Client visits

What Are We Looking For?

Accountable for the delivery of contracted services within the assigned service line

Requests and assigns resources and responsibilities within the service line to deliver business results

Accountable for the Identification and implementation of procedural and policy improvements on an ongoing basis in order to deliver differentiated levels of service across Service Line

Design and implement the procedures and principles for how the service line will be operated on a daily basis

Implement the necessary reporting and governance arrangements to ensure effective management controls are established to oversee effective and efficient operation of the service line

Champions the client processes within the service line

Accountable for client satisfaction with the service line

Acts as the escalation point for problems/issues within the service line

Actively looks for ways to grow skills and experience within the Service Line

People Engagement

Client Reference Data Management

Communication

Microsoft Excel

Delivery Excellence

Problem-solving skills

Ability to perform under pressure

Strong analytical skills

Written and verbal communication

Commitment to quality

Roles and Responsibilities

In this role you are required to do analysis and solving of moderately complex problems

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