Delivery Operations Associate Manager

Designation: Delivery Operations Associate Manager

About Accenture

Our 784,000 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

The Supervisor collaborates with internal HR stakeholders and external service providers to maintain service excellence and align operational performance with broader HR strategies and business objectives.

Through effective leadership, coaching, and performance management, this role ensures consistent, high quality support that delivers a positive employee experience across all HR interactions.

• Service orientation and employee experience focus
• Leadership and team coaching
• Analytical thinking and process improvement mindset
• Decision-making with sound judgment
• Collaboration and stakeholder engagement

• 5-8 years of Human Resources experience, with at least 3+ years in a supervisory or lead role.
• Strong understanding of HR processes. Hands-on experience with Workday and case management will be an added advantage
• Excellent communication, stakeholder management, and problem-solving skills.
• Microsoft Excel
• Microsoft PowerPoint
• Delivery Excellence
• HR Delivery Strategy
• Stakeholder Communications
• Ability to perform under pressure
• Agility for quick learning
• Ability to work well in a team
• Strong analytical skills
• Written and verbal communication

• Oversee daily HR Shared Services operations to ensure timely and accurate delivery of services.
• Conduct routine operational audits, control checks, and compliance reviews to ensure alignment with policies, SLAs, and process standards.
• Monitor case management workflows to ensure effective first-contact resolution.

1. Performance Monitoring

• Track and analyze team performance using dashboards, KPIs, and metrics such as turnaround time, accuracy, productivity, and service quality.
• Identify trends, gaps, and opportunities for performance enhancement; escalate risks where necessary.

1. Continuous Improvement

• Review current processes and recommend improvements to enhance efficiency, consistency, and service quality.
• Support the implementation of new tools, technologies, and automation initiatives.
• Partner with cross-functional teams to redesign processes and strengthen operational governance.

1. Team Development & Capability Building

• Identify skill gaps within the team and create targeted training and development plans.
• Facilitate learning programs, knowledge-sharing sessions, and ongoing skill enhancement activities.

1. Coaching & Feedback

• Provide regular coaching, guidance, and constructive feedback to team members.
• Foster a culture of continuous improvement, accountability, and high performance.

1. Fair & Objective Evaluation

• Conduct performance reviews using consistent and unbiased standards.
• Set clear goals and expectations while supporting career development discussions.

1. Issue Resolution & Support

• Address day-to-day operational issues and performance challenges promptly.
• Create a positive and collaborative team environment that encourages open communication and problem-solving.
• Serve as an escalation point for complex employee or process issues.