HR Service Delivery Associate Manager

Skill required: Employee Services - Employee and Labor Relations
Designation: HR Service Delivery 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.Visit us at www.accenture.com
What would you do? Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costs •This role is responsible for the results of the Service Line activities to both Accenture and Client. • To ensure all the contractually agreed SLA and process steps are followed by the team members with accuracy. • 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. • Provide scalable HR Operation services Employee Services - More into query/case management Actively drive & particpate in Team and Organizational events. Essentials : • Extensive and demonstrable experience of Hire to Retire HR Operations Processes • HR Service Delivery Experience • Multi-cultural awareness. • Strong MS Office and Excel skills • Proficient with Business Excellence Practices • Client Interfacing skills (Email & Phone): Good Email etiquette, strong email drafting & keyboard skills and good phone etiquette / technique. • English language proficiency: Strong written & verbal communication skills - grammar, right word choice, sentence structure, precise / relevant content, smooth thought flow and the ability to present more information in a short span of time / space sensibly • Proven track record of leading HR Operations team. • Knowledge and experience of HR Systems Manage the labor laws. This encompasses interchanges between an employer and an employee and may include discussions on salary, benefit packages and employee rights. Communicates clearly and concisely, using appropriate level of detail, terminology and style. Retain talent and establish growth path for valued resources. Liaise with local Human Resources Team on critical issues. Team alignment and work allocation within Team to deliver business results Keep the team engaged and motivated. Have succession planning in place.
What are we looking for? •Written and verbal communication •Detail orientation Actively participate in all process related business meeting in-person or virtually through conference calls. Liaise with Accenture Local IT to escalate Technology issues being faced by the Team. Participate in and/or support during Client visits. Team Development : Actively looks for ways to grow skills and experience within the Service Line. Support in Knowledge Transfer of any process/client and acquires in depth knowledge of process, as required. Assist Team with performing “Root Cause Analysis” on issues faced and suggest appropriate corrective and preventive actions. Ensure a robust measurement system to substantiate performance evaluation of team members, recognizes and rewards individual and team accomplishments. Enhance team moral and engagement level thorough team bonding exercises and activities. Liaise with local PPA’s and Human Resources Team on driving key People initiatives. Ensure team is aware of their Goals and how their performance will be evaluated. Ensure that teams are able to explain the process. Escalation and resolution point for team members with regards to people related queries. Liaise with local Human Resources Team on critical issues. •Critical Thinking •Problem Management Acts as the escalation point for problems/issues within the service line. Ensure right staffing levels within the service line to deliver business results. Identify and implement procedural & policy improvements on an ongoing basis to improve the operation of the assigned service line & contribute to the advancement of the clients & Accenture s business Drives activities to meet requirements (e.g., timelines, quality, and costs) & does whatever is needed to complete the task on time and error free. Raises relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible. Liaise with Service Management Team on reporting performance measures to the Client. Ensure that Business Continuity and Disaster Recovery Plans are up to date and tested periodically. Liaise with BCM Team and Local IT on Testing. Escalate issues and seek advice when faced with complex issues/problems. Ensure the process dashboards and visual management displays are reviewed on an ongoing basis and up-to-date. Participates in various Internal or Client initiatives related to Process.
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 Operational Management : Act as a subject matter expert for the unit Accountable for the delivery of contracted services within the assigned service line. Must have clear understanding of the existing metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent. Detailed understanding of Process metrics e.g. SLA, OLA, KPI. Manage the deal Budget effectively. Participate in the establishment and development of the Operations, 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 Design and implement the procedures and principles for daily operations across the service line leveraging previous HR outsourcing experience to provide a differentiated service to the client • 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. Establish and maintain key relationships with the client, team leads and client management. Comply with all Client and Accenture Data Security/ Data Protection and Quality requirements. Implement the necessary reporting and governance arrangements to ensure effective management controls are established to oversee effective and efficient operation of the service line.Any Graduation

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

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