HR Service Delivery Associate

About the Role

The HR Service Delivery Associate role at Accenture focuses on supporting Compensation & Benefits operations, aiming to improve workforce performance, boost business agility, and reduce costs. This role is based in Intelligent Operations centers and serves clients in over 120 countries.

Key Responsibilities

• Assist the team in performing Root Cause Analysis on issues faced, suggesting corrective and preventive actions.
• Support Knowledge Transfer of processes and acquire in-depth process knowledge.
• Participate in internal or client initiatives related to the process.
• Ensure process dashboards and visual management displays are reviewed regularly and kept up-to-date.
• Actively participate in all process-related business meetings.
• Liaise with Accenture Local IT to escalate technology issues faced by the team.
• Participate in and/or support during client visits.
• Drive operational excellence within the team and support the operational excellence focal.
• Liaise with the Operational Excellence Team as required.
• Raise quality and/or scope issues that may impact delivery and streamline decision-making processes.
• Understand existing process metrics and measurement methods.
• Improve measurement systems for better effectiveness and transparency.
• Maintain strong knowledge of Service Level Agreements (SLAs), Operation Level Agreements (OLAs), and Key Performance Indicators (KPIs).
• Collaborate with the Service Management team to report performance metrics to clients.
• Escalate issues and seek advice when faced with complex issues/problems.
• Ensure Business Continuity and Disaster Recovery Plans are up-to-date and tested periodically.
• Liaise with the Business Continuity Management team and Local IT on testing.
• Create logical plans, realistic estimates, and schedules for activities or project segments.
• Ensure progress, issues, and agreements are properly documented and acted upon.
• Create a performance-driven culture in the team.
• Ensure the team is adequately staffed with the right skills.
• Liaise with Account leads, Accenture Leadership, Recruitment, and Internal Job Posting teams on staffing requirements.
• Provide team members with a clear sense of direction and understanding of each other's responsibilities.
• Ensure a robust measurement system to substantiate performance evaluation of team members.
• Recognize and reward individual and team accomplishments.
• Conduct/Support training for regional teams and onboard new team members on Benefits operations.
• Enhance team morale and engagement through team bonding exercises and activities.
• Liaise with the Human Resources Team on driving key People initiatives.
• Ensure team members are aware of their goals and how their performance will be evaluated.
• Ensure teams can explain their processes.
• Act as an escalation and resolution point for team members regarding people-related queries.
• Liaise with the local Human Resources Team on critical issues.
• Communicate clearly and concisely, using appropriate terminology and style.
• Retain talent and establish growth paths for valued resources.
• Manage team alignment and work allocation.
• Ensure repeatable, predictable, and measurable operations.
• Drive activities to meet requirements (e.g., timelines, quality, and costs) and ensure tasks are completed on time and error-free.

Requirements & Tech Stack

• Compensation Administration Process Design
• Intelligent Operations centers
• MS Office
• Email Writing Skills
• Verbal Communication (Sentence Mastery, Vocabulary, Fluency, Pronunciation)
• Customer Service Skills
• Benefits Systems and Workflow Tools
• International BPO experience in Benefits
• Experience in Healthcare + Pension Administration processes
• Team Lead experience in Benefits or HRO

Qualifications

• Any Graduation

Skills / Knowledge

• Country or Geography specific Benefits Knowledge
• Problem solving skills (Analytical skills / Collaborative thinking / Adaptable to change)
• Knowledge of Service Level Agreements (SLAs), Operation Level Agreements (OLAs), and Key Performance Indicators (KPIs)
• Understanding of Controls & Compliance
• Understanding of Business Continuity Plans
• Understanding of process analysis