Workplace Service Delivery Senior Analyst

Job Title - Workplace Senior Analyst CF (PDC) 

Management Level: 10 - Senior Analyst

Location: Pune

Job Summary:
As a Senior Analyst, the role involves close collaboration with Transport Operations Vendors, Business Projects, engagement with internal teams, such as SMT, GP&S, and EHS based on operational needs. This collaborative approach ensures that all stakeholders are aligned and operational requirements are met efficiently.

A key responsibility is to continually monitor operations to ensure the achievement of Service Level Agreements (SLA) and operational efficiency. This includes overseeing supplier performance through systematic monitoring and evaluation processes.

Maintaining client governance standards and adhering to audit requirements are essential aspects of the role. Additionally, regular monitoring of team performance is necessary to foster accountability and ensure that organizational objectives are consistently met.

 
Roles & Responsibilities:

• Transport Management

Oversee and evaluate all aspects of transport operations across the assigned city involving managing cab and escort utilization, monitoring occupancy rates, and determining the appropriate fleet mix to meet operational needs. Collaboration with key stakeholders, including service management teams, business groups, and suppliers to fulfill all operational requirements. Conducting random quality assurance checks & audits helps ensure that service standards are consistently met. Formulation and implementation of strategies that align with transport functions, by revising existing processes or introducing innovations to ensure strict compliance with all statutory regulations, company policies, and audit requirements. The role is accountable for all transport-related functions, ensuring strict adherence to operational and compliance processes.

• Supplier Management

Track and evaluate supplier performance through monthly operational reviews, as outlined in the governance scorecard, also include monitoring the deployment and availability of the required fleet as per existing agreements, identifying & addressing billing lapses, service issues, or quality concerns. Organize training sessions for team members, drivers, supervisors and security workforce to enhance operational delivery. Efficiency in the deployment of the security workforce is monitored, with regular reviews of attendance and deployment patterns.

• Employee Transport Services

Ensure smooth, safe, and timely arrival (OTA) and departure (OTD) of cabs for employees. All employee transport operations must be compliant with company policies, employee safety requirements, and statutory regulations. Track and monitor employee satisfaction levels, proactively addressing issues to minimize potential escalations in day-to-day operations. Closely track of First Call Resolution (FCRs) and ensure that employees receive proper resolutions. Manage any escalations from the business and schedule connects with SDLs/Community Leads and ensure communication with business leads and transport POCs to ensure alignment.

• Client Governance & Audit

Facilitate regular bay connects to discuss ongoing transport issues, ensuring that all issues are tracked and resolved, OTA and OTD are maintained in line with business SLAs. Business continuity planning (BCP) situations must be managed effectively with apt communication. Proactively identify and mitigate any potential risk situations in a timely manner. The team and the fleet at each site must comply with company standard practices during audits, with any identified lapses promptly highlighted and corrected.

• Team Development

Track and monitor key performance indicators (KPIs) of each team member, ensuring observations are followed through to execution and reflected in promotions/performance improvement plans (PIPs) as applicable. Guarantee equal opportunity for all team members and ensure adequate resources are available on the ground. Provide both soft skills and core capability training for team members. Conduct reviews with transport team members to understand their concerns and provide effective solutions. Ensure all team members complete training on standard operating procedures (SOPs), policy guidelines, and contract SLAs to deepen their understanding of transport operations. Regularly review/update employee enterprise ID creation/deletion, TMS & other accesses as needed.

• Other Responsibilities

Conduct regular visits to each facility within the city to gain firsthand knowledge of ground realities. Meet with both direct and extended teams to understand operational context. Maintain frequent communication with TPT SMT/Tech team regarding Operational functionality and enhancement of the Transport Management System (TMS).

Professional & Technical Skills:

• Minimum 8-10 Year of experience in Employee Transport Operations, Good knowledge of city and routes, local festivities and its impact. 
• Good Vendor co-ordination & management skills required
• Planning, ability to foresee/project risks and engage in solutioning & creativity

Additional Information:

• Graduate in any discipline.
• Excellent verbal and written communication skills
• Proficient in MIS / Reporting / Excel / PowerPoint

About Our Company | Accenture

Must have skills: Experience in Employee Transport Operations and proficient Microsoft Excel

Good to have skills: AI Agents and Tools usage, Teamwork and collaboration

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.

Visit us atwww.accenture.com

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