Workplace Service Delivery Analyst

Job Description Template

Job Title - Workplace Service Dev Associate Manager (French Language)

Management Level : CL 11

Location: Bangalore – BDC14

Must have skills:         

• Excellent communication skills and ability to lead conversations with stakeholders.
• Experience working in workplace related tools or process is an added advantage.
• Reports/Dashboards and Analytics     
• Process Improvement/Innovation        
• Stakeholder Management
• FRENCH LANGUAGE – READING, SPEAKING & WRITING SKILLS REQUIRED. B2 or C1 LEVELS

Good to have skills: Knowledge of space utilization and facilities management, Experience working in workplace related tools or process is an added advantage.

Job Summary:
The CRM / Processing Analyst responds to customer inquiries or completes routine administrative processing requests via multiple access channels including service request via Service Now, email, call, Teams.  To work in a high performing centralized environment aiding virtual customers.   Include responsibility for optimizing space and planning space to meet business objectives, managing day-to-day organizational space assignments, Advising internal customers on utilization improvements and planning options. Assigning and managing task assignments.

Deliver Workplace services within agreed time, quality, and cost.

Roles & Responsibilities:

• Respond to inquiries and/or process requests via calls, emails, tickets according to established processes and policies. Process transactions / operational requests in workplace service or finance / tools domain
• Experience working in workplace related tools or process is an added advantage.
• Demonstrated, well-developed verbal and written communication skills;  Customer-oriented; seeks solutions that will provide value to end-user
• Raise or escalate cases that do not have or do not fit yet in existing practice and process documentation.
• Document transactions according to established process documentation and/or as required based on business requirement.  Enhance and improve operational workflow and performance.
• Validate and process transactions based on various sources, such as but not limited to, service request tickets, trackers/tools, invoices, transaction receipts or documentation.
• Resolve discrepancies and/or disputes according to established processes and policies.
• Track, monitor and complete transactions from request to payment. 
• Raise or escalate transactions that are inaccurate and/or aging.
• Generate and validate reports for various business requirements, such as but not limited to status reports, scorecards, dashboards, etc.
• Provide insights on transaction trends such as but not limited to, usual requests or inquiries, customer behaviors, internal or cross-functional process changes impact.
• Actively participate in all process improvements stages: conceptualization, implementation and continuous process improvements.
• Operate according to established process and guidelines of Accenture Operations Excellence (OPEX).
• Learns new applications, technologies, and skills through intensive hands-on experience.
• Respond to the unique reporting requirements of the Operations/Cross functional departments on real-time / Adhoc basis.
• Support reservations, collaboration space scheduling and space management system, maintains space information, and provides ongoing support to users of the scheduling and space management system through training, maintenance, and troubleshooting.
• Responsible to check the space reservation system , all details in systems are accurate and actioned
• Co-ordinate/negotiate with various stakeholders for timely delivery of inputs for seat planning.
• Ensure optimum utilization of seats against a defined set of principles and metrics.
• Track and enable changes to space inventory.
  
  Professional & Technical Skills:
• Knowledge of supervisory practices and principles.
• Possess excellent communication skills, both written and verbal
• Convincing/negotiation skills
• Maintain a focus on Customer service.
• MS Excel skills

Additional Information:

• Must be flexible to support US and Europe working hours.
• Ability to work effectively in a virtual and global environment
• This position is based at our Bengaluru office and requires to work from office

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