HR Service Delivery Analyst

HR Service Delivery Analyst

This role involves a deeper understanding of the Employee & Org data Mgmt Process & Leveraging expertise to solve specific problems pertaining to Workforce Management. Train & develop Team’s Functional knowledge Administer Satisfaction surveys & General Support to Client employees and communication.

We are looking for a Bachelor's degree (Any discipline) with 4-6 years overall experience, 3+ years Employee & Org data Mgmt Process experience with a similar background, HR Domain certification, Successfactors Experience, exposure to the BPO industry, excellent interpersonal skills, strong customer orientation, resilience and ability to work under pressure, good organizational, prioritization and multi-tasking skills to deliver to deadlines, analytical and problem-solving skills, high levels of confidentiality, attention to detail & quality driven in communications and all system transactions, ability to deal with customer complaints in a professional and friendly manner and escalate where appropriate, basic leadership and coaching skills, team work & collaboration, self-driven, flexibility to work in shifts, results/target oriented, multi-cultural awareness, knowledge of Employee & Org data Mgmt Processes (New Hires, Exit, Job data changes etc), strong MS Office and Excel skills, strong command on written and verbal English language, proficient with Business Excellence Practice, client interfacing skills (Email & Phone): good email etiquette, strong email drafting & keyboard skills and good phone etiquette/technique.

Roles and Responsibilities:

• Process Support:
• Read, understand and analyze client process as per the business rules as a subject matter expert.
• Execute the process accurately and timely as a hands-on processor.
• Master the given process and help the team members to overcome process related queries.
• Escalate issues and seek advice when faced with complex issues/problems.
• Pay close attention to quality of written and verbal English skills within Team.
• Creates a logical plan, realistic estimates and schedule for an activity or project segment.
• Ensure LWI's are followed and updated regularly and train the team members on process updates.
• Ensure process controls are followed; maintain, validate and update process documentations as applicable to ensure compliance with documentation requirements.
• Perform "Root Cause Analysis" on issues faced and suggest appropriate corrective action for current remediation and future control.
• Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls.
• Participates in Knowledge Transfer of any process/client and acquires in depth knowledge of process as an SME.
• Participates in various internal or client initiatives related to Process.
• Must have clear understanding of the existing performance metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent.
• Team Support:
• Plan proper allocation of work.
• Support Team lead/Manager with Daily stats/reporting and MOS. Update process metrics on daily basis and maintain MIS.
• To be available on the floor through the day to resolve process related issues.
• Participate in Team building activities & Organizational initiatives.
• Complete training need analysis for the team on timely manner through quality reports and knowledge tests.
• Follow the Quality Check and Audit mechanism within process to ensure delivery on SLA's.
• Ensure and maintain the security and confidentiality of client data.
• Assist in training/educating team assigned team members on learning and acquiring skills in process.

About Accenture:

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Equal Employment Opportunity Statement:

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.