Performance Analyst - Employee Services

Performance Analyst

Skill required: Employee Services - Performance Testing Strategy
Designation: Performance Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 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 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
What would you do? The Performance Analyst will process incoming requests received through emails or any other application. These requests include resolving and/or completing service requests and working collaboratively with the team members, other internal teams, Third Party vendors or Client. Key Responsibilities •Read, understand and analyze client process as per the business rules. •Serve as the primary subject matter expert for performance management processes, tools, and policies, providing strategic guidance and operational support across the organization. •Support the execution of performance cycles including mid-year and year-end reviews, calibration sessions, and ratings submissions. •Execute the process accurately and timely as a hands-on processor. •Maintain accurate and timely updates to performance data, including goal alignment, manager changes, and review statuses. •Escalate issues and seek advice when faced with complex issues/problems. • Participate in client conference calls and prepare minutes of meeting . • Ensure LWl s are followed and updated regularly and train the team members on process updates. • Perform "Root Cause Analysis" on issues faces and suggest appropriate corrective action for current remediation and future control. • Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls • Must have clear understanding of the existing matrices in the process, how they are measured and improvise the measurement system to make it more effective and transparent. • Update process metrics on daily basis and maintain MIS. • Always demonstrate the highest level of customer service. • Pay close attention to detail and follow through to resolve any outstanding issues. • Goes beyond immediate requests and activities to ensure both own and related tasks are completed. • Ensure and maintain the security and confidentiality of client data. • Update client applications accurately and quickly in accordance with the appropriate User Guides. • Must have clear understanding of the existing performance metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent • Follow LWls while processing & highlight any anomalies in LWls/process documentation to the SME/Leads. • Participate in Team building activities. • Have customer facing experience & experience of using telephony to speak with clients
What are we looking for? • Education Equivalent Bachelor or Graduate Experience 1 - 2 yrs. business experience with similar background Knowledge of MS Office and Excel skills would be a plus Knowledge/Skills Requirements: • Good organizational & prioritisation 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. • Strong written and verbal skills in English Language. Core Competencies – •Professional Qualities •Good oral and written communication skills •Ability to identify and effectively use resources •Excellent customer service skills
Roles and Responsibilities: •In this role you are required to do analysis and solving of lower-complexity problems • Your day to day interaction is with peers within Accenture before updating supervisors • In this role you may have limited exposure with clients and/or Accenture management • You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments • The decisions you make impact your own work and may impact the work of others • You will be an individual contributor as a part of a team, with a focused scope of work • Please note that this role may require you to work in rotational shifts