Skill required: Employee Services - Workday Talent Management
Designation: HR Service Delivery 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 Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costs Provide expertise, advice and guidance to clients/ associates in the area of Employee Lifecycle Management. Is accountable for queue management and work allocation to team. Review team member s cases against quality criteria and internal measures, SLAs, assist in identifying improvement areas and providing Quality Assurance feed back Training new hires and provide refresher training to existing team members Design, develop, implement and manage business solutions within Workday s HCM Tracking Library focusing on the talent and performance management data and aspects of an organization.
What are we looking for
- Provide information, advice and guidance to clients (individuals, managers, client HR, client representatives) in the relevant HR areas taking account of the confidential nature of the work area. Proactively manage cases through agreed process stages, with reference to clients policies and procedures, to drive effective and agreed early resolution
- Ensure and maintain the security and confidentiality of client data.
- Process incoming service requests received through the Contact Center, Email or Web Portal
- Act as Work Flow co-ordinator for the Team which includes enabling the team to manage their workload and workflow on a day to day basis, identifying delays, taking remedial action and seeking the Team Leads support as and when required.
- Understand the implications of actions in case handling beyond the transaction, be able to articulate and explain the rational of case specific actions/requirements.
- Undertakes Quality Assurance as per defined SOP.
- Coach and train team members to improve process quality, knowledge and customer experience.
- Understanding the functionality of tools and applications specific to Data Management. MS Office Proficiency Level 3 - Advanced Tools (Service Now/Oracle) Proficiency Level 3 - Advanced WFA Proficiency Level 3 - Advanced Problem solving and issue resolution Proficiency Level 3 - Advanced Customer relationship management Proficiency Level 3 - Advanced 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
