HR Service Delivery Specialist

Skill required: Employee Services - Employee and Labor Relations
Designation: HR Service Delivery Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 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? The purpose of this role is to manage a team to meet the required service performance metrics. Ensures the service line operations are efficient and effective. You will be responsible for managing a team or multiple teams where you will be responsible for performance evaluation, coaching, and mentoring of team members. We expect you to demonstrate the highest level of leadership and integrity. Oversee daily admin and operations to meet team goals. Track performance using metrics and audits. Improve team performance to align with company goals. Support business development through client visits and initiatives. Take part in team and company-wide projects. Monitor customer feedback via surveys and other tools. Address issues raised by clients or stakeholders. Drive continuous improvement in daily work. Suggest efficient and cost-effective work methods. Train the team on process updates and changes. Meet service targets as per SLA. Allocate work smartly for timely and accurate delivery. Ensure quality with strong internal controls. Review process metrics regularly. Boost productivity to use resources effectively. Implement governance to meet process standards. Use expertise to solve operational issues. Analyze change impacts and inform the team. Maintain updated process documents and flows. Join organizational initiatives like business excellence. Create realistic plans and schedules for tasks. Build strong relationships with clients and partners. Involve clients in solution development and feedback. Handle service issues and do root cause analysis. Solve complex problems independently. Conduct skip-level meetings to understand team concerns. Review team performance and offer career guidance. Identify training needs through talent reviews. Plan for key role backups and succession. Manage attrition and apply retention strategies. Drive team engagement with rewards and recognition. Align performance with company goals. Keep disaster recovery plans updated and tested. Maintain business excellence documentation. Ensure team is trained to meet contractual goals. Work with stakeholders to achieve targets. Follow company policies and procedures. Ensure proper staffing and skill alignment.
What are we looking for? Functional Competencies: • Extensive and demonstrable experience of HR Processes especially Employee workforce Management, Performance management, Leave and Exit Administration. • Previous experience of working on HCM systems preferably cloud-based like Workday, SuccessFactors, Oracle, etc. • Business Process Implementation. • Working knowledge of other MS Office Suite (Outlook, PowerPoint & One Note) - Ability to understand and make sense of large amounts of data in a complex environment, strong Excel & Word skills, ability to comprehend and quickly learn client databases/menu-based systems and ability to present data in a comprehensible format. • Client Interfacing skills (Email & Phone): Good Email etiquette, strong email drafting & keyboard skills, and good phone etiquette/technique. • Proven track record of leading HR Operations team. • 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. •SAP SuccessFactors. Certification in SuccessFactors Employee Central Module. HR Domain Certification. Experience: • Essentials: 8+ years of HR Experience. 6+ years’ experience in Employee & Org Data Management experience preferably on a Cloud ERP. Experience of working on HCM system. 4+ years of Client/stakeholder engagement in outsourcing environment and managing teams. • Desirable: Working knowledge of SuccessFactors Employee Life Cycle Processes. New process transition. Skills / Knowledge: • Excellent interpersonal skills - can build effective relationships with internal and external stakeholders at all levels. • Self-driven. • Strong customer orientation - high level of responsiveness to urgent requests or troubleshooting. • Basic leadership and coaching skills. • Resilient and able to work under pressure. • Good organizational, prioritization, and multi-tasking skills in order to deliver to deadlines. • Continuous improvement mindset. • Demonstrate high levels of confidentiality. • Flexibility to work in shifts. • Teamwork & collaboration. • Excellent team management skills. • Strong MS Office and Excel skills. • Continuous improvement mindset & proficiency in Business Excellence Practices.
Roles and Responsibilities: •In this role you are required to do analysis and solving of moderately complex problems • May create new solutions, leveraging and, where needed, adapting existing methods and procedures • The person would require understanding of the strategic direction set by senior management as it relates to team goals • Primary upward interaction is with direct supervisor • May interact with peers and/or management levels at a client and/or within Accenture • Guidance would be provided when determining methods and procedures on new assignments • Decisions made by you will often impact the team in which they reside • Individual would manage small 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