Service Delivery Ops Senior Analyst
Accenture
5 - 10 years
Mumbai
Posted: 2/27/2025
Job Description
Designation: Service Delivery Ops Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 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? This role involves a deeper understanding of Comp & Benefits and Performance Management. You will leverage your expertise to solve specific problems related to Comp & Benefits. You will manage and lead a team of employees, communicate company goals, safety practices, and deadlines to the team, motivate team members, assess performance, provide help to management (including hiring and training), and keep management updated on team performance. You will also communicate concerns and policies among management and team members. In Delivery & Client Management, ensure adherence to processes, improve the measurement of existing metrics (SLA, OLA, KPI), and enhance transparency in reporting. Collaborate with the Service Management Team to report performance to the client and monitor workload allocation to meet timelines and accuracy. Implement governance mechanisms for process compliance and ensure service outcomes align with the SLA. Lead by example with strong customer service, raise issues that impact delivery, and manage escalations through root cause analysis. Develop logical plans with clear schedules and maintain excellent relationships with clients. Ensure Business Continuity and Disaster Recovery plans are updated and tested regularly. Collaboration: • Participate in various internal or client initiatives related to the process. • Liaise with Accenture Local IT to escalate Technology In Subject Matter Expertise, develop deep knowledge of Compensation and Benefits Admin processes to meet business requirements. Become a process expert within the first 4 months and support team members with process expertise. Communicate process changes and ensure all documentation is updated and compliant. Implement robust internal quality controls, perform checks on complex cases, and escalate issues as needed. Actively participate in business meetings to ensure proper documentation and action on issues raised. In OE OPEX & Continuous Improvement, collaborate with the Business Excellence team to drive operational improvements. Identify and implement innovative solutions to reduce costs, improve accuracy, and enhance customer experience. Regularly review process dashboards and ensure process controls are followed.
What are we looking for? •SAP Experience along with Comp & Ben •Adaptable and flexible •Problem-solving skills •Agility for quick learning •Written and verbal communication •In Team Management & Development, recruit and onboard new team members, ensuring proper staffing and skill alignment. Provide clear direction on responsibilities and manage performance to align with organizational goals. Foster a competitive, performance-driven culture by setting clear performance goals, monitoring team performance with monthly scorecards, and providing regular feedback. Conduct training based on team needs and engage in organizational events. Perform talent reviews, develop subject matter experts, ensure succession planning for critical roles, and enhance team morale with bonding activities. Serve as the first point of contact for people-related issues, retain talent, and collaborate with HR on key initiatives. Functional Competencies: • Extensive and demonstrable experience of HR Processes especially Comp & Benefits and Performance management. • Clear understanding of the existing metrics in the process, how they are measured, and improve the measurement system to make it more effective and transparent. • Business Process Implementation. • Strong MS Office and Excel skills. • Client Interfacing skills (Email & Phone): Good Email etiquette, strong email drafting & keyboard skills, and good phone etiquette/technique. • English language proficiency: Strong written & verbal communication skills - grammar, right word choice, sentence structure, precise/relevant content, smooth thought flow, and the ability to present more information in a short span of time/space sensibly. • Proficient with Business Excellence Practices.
Roles and Responsibilities: •SAP Required ••In this role you are required to do analysis and solving of increasingly complex problems • Your day to day interactions are with peers within Accenture • You are likely to have some interaction with clients and/or Accenture management • You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments • Decisions that are made by you impact your own work and may impact the work of others • In this role you would be an individual contributor and/or oversee a small work effort and/or team • Please note that this role may require you to work in rotational shifts •Desirable: oWorking knowledge of Success Factors - Employee Life Cycle and Compensation and/or Benefits Admin processes. oNew process transition. oExperience in HRO set up for multi-country support. Skills / Knowledge: • Excellent interpersonal skills - can build effective relationships with internal and external stakeholders at all levels. • Strong customer orientation - high level of responsiveness to urgent requests or troubleshooting. • Resilience and ability to work under pressure. • Good organizational, prioritization, and multi-tasking skills to deliver to deadlines. • Analytical and problem-solving skills. • Demonstrate high levels of confidentiality. • Focus on high data accuracy and attention to detail. • Ability to deal with customer complaints in a professional and friendly manner and escalate where appropriate. • Basic Leadership and coaching skills. • Team Work & Collaboration. • Self-driven. • Flexibility to work in Shifts. • Results/target oriented. • Multi-cultural awareness.Any Graduation
About Accenture
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
About Company
Accenture is a global professional services company specializing in consulting, technology, and outsourcing services. Headquartered in Dublin, Ireland, Accenture provides a wide range of services in strategy, digital, technology, operations, and consulting. It helps organizations improve their performance and create sustainable value by leveraging technology and industry expertise. Accenture works across various sectors, including financial services, healthcare, telecommunications, energy, and more. Known for its deep focus on innovation, Accenture partners with leading technology companies to drive digital transformation and help clients navigate complex challenges in an increasingly digital world.
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