Job Title - Workplace Service Delivery
Analyst (CL11) CRM_Service Desk - Corporate Functions
Management Level: CL11
Location: Bangalore
Must have skills:
- Excellent communication skills and ability to lead conversations with stakeholders.
- Reports/Dashboards and Analytics
- Process Improvement/Innovation
- Stakeholder Engagement.
Good to have skills: Workplace Experience; Service Now functional knowledge.
Experience: Minimum
2 year(s) of experience is required
- Educational Qualification: Graduate in any discipline
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.
Deliver Workplace services within agreed time, quality, and cost.
Roles & Responsibilities:
- Respond to and process requests via calls, emails, and tickets in line with defined processes and policies.
- Process and validate workplace services or finance transactions using relevant tools and documentation.
- Ensure accurate endtoend transaction management, from request initiation to closure/payment.
- Identify, resolve, and escalate discrepancies, disputes, inaccurate, or aging transactions as required.
- Maintain clear and accurate documentation in line with business and process requirements.
- Generate, validate, and maintain operational reports, dashboards, scorecards, and adhoc requests.
- Provide insights on transaction trends, customer behavior, and process impact across teams.
- Actively contribute to process improvements, including design, implementation, and continuous optimization.
- Operate in compliance with Accenture Operations Excellence (OPEX) standards and guidelines.
- Deliver a customerfocused experience through strong verbal and written communication skills.
- Quickly learn and adapt to new applications, tools, technologies, and operational processes.
Professional & Technical Skills:
- Graduate or equivalent with 45 years of experience in shared services, transaction processing, workforce management, or related domains.
- Working knowledge of space utilization, facilities management, and supervisory principles.
- Strong verbal and written communication skills with the ability to influence and negotiate effectively.
- Customerfocused mindset with a strong service orientation.
- Proficiency in MS Excel.
Additional Information:
- Work closely with the Workplace Leadership and external partners/consultants across multiple geographies and market units.
- Stakeholders: Market Unit Leads, Workplace Leads
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