Skill required: Employee Services - Employee Data Process Design
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 The design of employee data processes to manage employment data, records and transactions using standard technologies and processes.
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.
- Demonstrate an understanding of different service Elements including Client Policies, State or other regulation to assist associates.
- Offer effective solutions to clients/employees when dealing with cases which can be complex and non standard on a daily basis.
- Identify improvement opportunities from root causes of service issues and manage escalation calls
- Ensure all internal measures, client measures, compliance requirements are met and requests are processed in accordance with steps defined in the LWI.
- Support LWI compliance Audits, LWI s updating by tracking process deviations and new learnings.
- Ensure availability of day to day operational statistics and escalate any potential/current process issues to the Team Lead.
- Deliver process training to train new Associates, keep the team updated of process changes and assist in implementation of change.
- Practices Operational Excellence and provides inputs as a Process Expert. 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
