HRO - EDM - L9 - Mumbai

Job Description:

Few Points for ref.

• Job Location : Airoli and US shift with 2 week off(Sunday fix and any day in between week)
• Team management, Project understanding, Business improvement, Root cause Analysis, Process Improvement, Conflict Management
• Knowledge of Metric that are followed for Client or Team’s SLA
• Strong with EDM process or with automations/continuous improvement projects
• Worked on HCM Applications is must /(Workday, SuccessFactor, Oracle, SAP, ServiceNow)

Job Description

The Specialist will be responsible for business management which includes metrics, performance and operational plans. Plan, implement, and manage business/projects, People, Staffing, participate in organization initiatives. Will manage overall operations for the Country with specialist support of HR services for the client.

 Key Responsibilities 

Monitor/Review along with team on administrative and operational activities within the allotted team to ensure achievement of operational or deal objectives.

• Monitor/measure performance through metrics, audits and other processes to ensure that organizational initiatives are in place and goals are achieved.
• Manage and improve people performance and align them with organizational goals and objectives.
• Provide business Development support to the Service Delivery Manager and the client services team through active participation in client visits and other initiatives.
• Participate actively in organization wide initiatives.
• Make decisions about the day-to-day operation of the team, including monitoring of workload, systems, staffing, and scheduling including adjusting work hours as necessary to meet deadlines e.g. overtime or working during holidays/week ends.
• Monitoring the voice of the customer through surveys and other means of communication. Be assertive and work through the development areas as voiced by the client, Third parties or Accenture stakeholders.
• Encourage and drive continuous improvement measures on day-to-day basis within area of responsibility till closure.
• Timely and transparent recognition and rewards for the team.
• Recommend cost-effective, efficient procedural or production alternatives.
• Required to work within clear budgetary guidelines.
• Develop People through mentoring and resolve conflicts. Drive coaching culture.
• Monitor and encourage the Team to create/follow up on development plans
• Provide Input to monthly top level service analysis for client
• Develop and drive comprehensive generic training plans to meet the needs of direct reports and their ongoing requirements
• Ensure high degree of compliance to the documented processes, client/organizational policies.
• Participate in the definition of current process performance baseline metrics (as defined in Metrics Data Collection Plan) and track/report on all Operational Stats
• Ensure OE documentation is updated and drive OE methodologies in day to day operations.
• Ensure all team members have the correct skills and are trained to deliver all the contractual requirements, to achieve operational excellence
• Analyze root causes of Issues, escalations, errors and have a remedial action through process improvement. Plan & Manage daily staffing, employee grievances if any for the geography and the specialist support teams
• Work collaboratively with all Internal & Third party stakeholders to achieve Business goals.
• Ensure adherence to policy and procedures of the organization.

Relationships:

Reports to: Associate Manager

Supervises: Level 10s

Knowledge/Skills Requirements:

• Good organizational & prioritisation skills.
• Analytical and problem solving skills.
• Multi-cultural awareness.
• Passion for customer service.
• Team player.

·        Results & detail-oriented

• Focus on high data accuracy.
• Quality driven – in communications and all system transactions.
• Ability to deal with customer complaints in a professional and friendly manner and escalate where appropriate
• Good written and verbal skills. Strong English language communication skills
• Excellent Customer Service skills
• MS Office
• Data base management
• Regulatory & Non- Regulatory Reporting
• Regulatory Compliance (Process specific)
• HR Outsourcing
• OE / CDP
• Excellent communication and client relationship management skills.