HR Service Delivery Analyst

HR Service Delivery Analyst

This role involves a deeper understanding of the Employee & Org data management process and leveraging expertise to solve specific problems related to workforce management. The role includes training and developing the team’s functional knowledge, administering satisfaction surveys, and providing general support to client employees and communication.

Primary Responsibilities / Accountabilities:

• Process Support:
• Read, understand, and analyze client processes as a subject matter expert.
• Execute processes accurately and timely as a hands-on processor.
• Master the given process and help team members overcome process-related queries.
• Escalate issues and seek advice when faced with complex problems.
• Pay close attention to the quality of written and verbal English skills within the team.
• Create logical plans, realistic estimates, and schedules for activities or project segments.
• Ensure LWI's are followed and updated regularly and train team members on process updates.
• Ensure process controls are followed; maintain, validate, and update process documentation to ensure compliance.
• Perform "Root Cause Analysis" on issues faced and suggest appropriate corrective actions.
• Propose process improvement ideas
• Team Support:
• Plan proper allocation of work.
• Support Team Lead / Manager with daily stats/reporting and MOS.
• Update process metrics daily and maintain MIS.
• Be available on the floor to resolve process-related issues.
• Participate in team-building activities and organizational initiatives.
• Complete training needs analysis for the team through quality reports and knowledge tests.
• Follow the Quality Check and Audit mechanism within the process to ensure delivery on SLA's.
• Ensure and maintain the security and confidentiality of client data.
• Assist in training/educating team members on learning and acquiring skills in the process.

What are we looking for?

• Knowledge of Employee & Org data management processes (New Hires, Exit, Job data changes, etc.).
• Strong MS Office and Excel skills.
• Strong command of written and verbal English language.
• Proficient with Business Excellence Practice.
• Excellent interpersonal skills - can build effective relationships with internal and external stakeholders at all levels.
• 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 communications and all system transactions.
• Ability to deal with customer complaints professionally and escalate where appropriate.
• Basic leadership and coaching skills.
• Teamwork & collaboration.
• Self-driven.
• Flexibility to work in shifts.
• Results/target-oriented.
• Multi-cultural awareness.
• Client interfacing skills (Email & Phone): Good email etiquette, strong email drafting & keyboard skills, and good phone etiquette/technique.

Roles and Responsibilities:

• In this role you are required to do analysis and solving of lower-complexity problems.
• Your day to day interaction is with peers within Accenture before updating supervisors.
• In this role you may have limited exposure with clients and/or Accenture management.
• You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments.
• The decisions you make impact your own work and may impact the work of others.
• You will be an individual contributor as a part of a team, with a focused scope of work.
• Please note that this role may require you to work in rotational shifts.

Any Graduation