HR Service Delivery Specialist

Designation: HR Service Delivery Specialist

About Accenture

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Will manage overall operations for the Country with specialist support of HR services for the client.

Employee Services refer to the support and resources provided by an organization to its employees. This includes HR assistance, payroll processing, benefits administration, training programs, and wellness initiatives. The goal is to enhance employee satisfaction, productivity, and overall well-being.

• At least 6 years of HR Experience
• Employee Workforce administration experience is a plus
• SuccessFactor/Oracle Experience a plus
• HR Domain certification would be a plus
• Strong MS Office and Excel skills
• Proficient with Operational Excellence Practices
• Should have prior Team Handling experience (minimum 4 years)
• Working Conditions – US Hours
• Shift timings (7am – 3pm ET,/ 5:30pm -3am IST) (1pm to 9pm ET/ 6:30pm – 4am IST)
• Candidate should be willing to work in Rotational Night shifts
• Good organizational & prioritization skills.
• Analytical and problem-solving skills.
• Multi-cultural awareness.
• Passion for customer service.
• Team player.
• Results & detail-oriented
• Focus on high data accuracy.
• Quality driven – in communications and all system transactions.
• Ability to deal with customer complaints in a professional and friendly manner and escalate where appropriate
• Good written and verbal skills. Strong English language communication skills
• Excellent Customer Service skills
• MS Office
• Data base management
• Regulatory & Non- Regulatory Reporting
• Regulatory Compliance (Process specific)
• HR Outsourcing
• OE / CDP
• Excellent communication and client relationship management skills.

• Monitor/measure performance through metrics, audits and other processes to ensure that organizational initiatives are in place and goals are achieved.
• Manage and improve people performance and align them with organizational goals and objectives.
• Provide business Development support to the Service Delivery Manager and the client services team through active participation in client visits and other initiatives.
• Participate actively in organization wide initiatives.
• Make decisions about the day-to-day operation of the team, including monitoring of workload, systems, staffing, and scheduling including adjusting work hours as necessary to meet deadlines e.g. overtime or working during holidays/week ends.
• Monitoring the voice of the customer through surveys and other means of communication. Be assertive and work through the development areas as voiced by the client, Third parties or Accenture stakeholders.
• Encourage and drive continuous improvement measures on day-to-day basis within area of responsibility till closure.
• Timely and transparent recognition and rewards for the team.
• Recommend cost-effective, efficient procedural or production alternatives.
• Required to work within clear budgetary guidelines.
• Develop People through mentoring and resolve conflicts. Drive coaching culture.
• Monitor and encourage the Team to create/follow up on development plans
• Provide Input to monthly top level service analysis for client
• Develop and drive comprehensive generic training plans to meet the needs of direct reports and their ongoing requirements
• Ensure high degree of compliance to the documented processes, client/organizational policies.
• Participate in the definition of current process performance baseline metrics (as defined in Metrics Data Collection Plan) and track/report on all Operational Stats
• Ensure OE documentation is updated and drive OE methodologies in day-to-day operations.
• Ensure all team members have the correct skills and are trained to deliver all the contractual requirements, to achieve operational excellence
• Analyze root causes of Issues, escalations, errors and have a remedial action through process improvement. Plan & manage daily staffing, employee grievances if any for the geography and the specialist support teams
• Work collaboratively with all Internal & Third-party stakeholders to achieve Business goals.
• Ensure adherence to policy and procedures of the organization.