Service Delivery Ops Specialist

Skill required: Retirement Solutions - Account Management
Designation: Service Delivery Ops 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 Client Services Manager I (CSM I) is responsible for ensuring institutional client satisfaction across markets by managing specific daily administrative, operational and record keeping functions of institutional clients through tactical day-to-day support for client service and business development. • Services clients, drives best practices, and improves client outcomes through excellent customer service and operational excellence. • Respond to client service needs and own end to end identified tasks through a centralized service model. • Provides operational and administrative support including but not limited to online remittance support, file exchange, involuntary distributions, lost earnings calculations, plan document and plan design support, plan remediations, • Builds institutional knowledge and relationships while enhancing functional understanding of TIAA services and products. • Submits and tracks service request work items appropriately in partnership with business partners. • Perform Root cause analysis on errors/ service issues . • Support process improvement initiatives. • Drive team to meet SLA adherence. · US Retirement Services domain – Defined Contributions - Institutional Services · Experience in US Monetary Process (Contributions, Distributions, Refunds, Forfeitures, Loans, Adjustments etc.) · US Retirement Middle Office / Plan Level documentation knowledge preferred in addition to experience in participant services. · Knowledge of handling Participant Census data. · Review and updates plan configuration fields. · Good Attention to detail with research and timely resolution ability. · Ability to work in centers of excellence model. · Excellent written communication skills · ASPPA Certified (Preferred) · CRPS (Preferred) "
What are we looking for? "· Assist Client Facing personnel on middle office and back-office activities. · Support Plan Sponsors and Administrators on plan level activities that include but are not limited to contribution services, withdrawals & distributions, loans, reporting & Recordkeeping system updates, involuntary distributions and lost earnings calculations · Support clients on research and resolution of issues related to benefit services like Eligibility Services, Online Salary Deferral & Enrollments, Auto Services, Vesting calculations. · Support Plan Management activities like Plan Document Services, Plan reporting & audit, Adjustments and remediations, Participant escalations, plan focus support. · Assist clients in correction of any plan / participant level data issues. · Co-ordinate between client facing and operations teams to resolve client issues/escalations. · Assist Client Facing personnel on middle office and back-office activities. · Support Plan Sponsors and Administrators on plan level activities that include but are not limited to contribution services, withdrawals & distributions, loans, reporting & Recordkeeping system updates, involuntary distributions and lost earnings calculations · Support clients on research and resolution of issues related to benefit services like Eligibility Services, Online Salary Deferral & Enrollments, Auto Services, Vesting calculations. · Support Plan Management activities like Plan Document Services, Plan reporting & audit, Adjustments and remediations, Participant escalations, plan focus support. · Assist clients in correction of any plan / participant level data issues. · Co-ordinate between client facing and operations teams to resolve client issues/escalations. "
Roles and Responsibilities: "•· Graduate (mandatory), preferably from commerce background · Experience in the US retirement industry. · Flexible to work in US Shifts (Across time zones based on business requirement) is a must. · Good verbal & written communication skills in English · Good typing skill and attention to detail. · Good working knowledge of MS Excel · Good time management skills · Ability to work independently · 9 + Years Preferred · 3+ Years of Managerial experience. "