HR Delivery Lead - Global Clients - Hire To Retire - Shared Services

Job Title: Delivery Lead (MCO Delivery Lead) MCO stands for Multi-country organization

Career Level: B

Span of Control: 150 - 200 staff with single/multiple Client responsibility

Job Number:

Job Summary:

1.Expertise :

a. Experience in Human Resources or Shared Service Operations (Insourced or outsourced)

b. Client management/client-facing skills / and client relationship building; Ability to carefully sense & identify client concern or dissatisfaction - and perform actions to address them quickly

c. Sound Operations management experience (including service performance metrics management);

d. Sound contractual / change management knowledge;

e. Previous experience in matrix management; commercial/corporate background desirable;

f. Project management, financial and commercial skills.

2. Problem Solving

a. Experience in managing unstructured problems

b. Problems within this role are typically service related for the client. Problems can occur on a daily basis and can range from small client requests through to large service issues.

c. To resolve problems the Lead will need to possess the relevant experience and contact network across operations / global service lines, plus the ability to look at issues in an objective way. Problems may require varying degrees of input for resolution from other functions or teams - requiring a matrix management approach to facilitate resolution.

d. For contractual problems - working closely with the contract manager & cluster delivery lead, legal and finance managers to ensure gaps are identified and closed with client agreement.

3. Existing Business

a. This role is focused at management level in Accenture. Interaction with operational Regional Delivery Leads and Cluster Delivery Leads and Global Service Line Leads can be on a daily basis;

b. This role involves a significant amount of client interaction at middle to senior level. Most liaisons take place at OADM, Service Delivery Manager, ETs, HR Business Partners and Line Manager Levels within the client's lines of business with occasional interaction with the HR Directors and Senior Management.

c. The purpose of this interaction is to ensure a consistent delivery of service excellence to the client with a timely escalation and response to the client should service issues occur;

d. Formal interaction takes place with the client lead interface (SDM) and OADM on a monthly basis and this role is key to collating information and response from across the business for presentation to the client.

e. This role also provides service advice to the SDM, Expertise Team and HR Business Partners across the client base on a need basis in consultation with Cluster Delivery leads.

4. New Business and Continuous Improvement

a. The role has a potential for identifying business opportunities and this will be agreed with the Cluster Delivery Lead. The lead should assess where there are further operational opportunities, carry out further investigative work and liaise with the SDM ahead of raising a CR for additional scope of work.

b. The role is responsible for driving continuous improvement within the area of responsibility. This programme is represented in various work streams e.g. the we@accenture initiative.

5. Management operating system

a. This role is responsible for creating and proactively managing a network of stakeholders interfacing with this role (e.g. Regional Delivery Centre, Cluster Delivery Lead, SDM, Global Service Line Leads, etc.)

b. Attendance at meetings and reviews based on defined MOS system, which includes (but not limited to):

i. Participating and providing input for monthly client Cluster Service Review(CSR) ; Monthly Recruitment Governance meeting with client Formalisation of minutes & action tracking for the CSR meeting and is required to be distributed to all attendees/stakeholders

ii. Organize and Run the MCO weekly service performance checkpoint meeting with the client. Formalisation of minutes & action tracking for the meeting and is required to be distributed to all attendees/stakeholders;

iii. Monthly attendance at finance review meeting; quarterly client volume/forecasting meeting;

iv. Internal operational meetings which concern contractual and delivery issues, namely LDC/RDC, LDC internal, internal weekly status meetings as required; internal monthly Contract Performance Review Meeting; Service Delivery Management weekly/biweekly meetings; weekly Regional Account meeting;

6. People Management and Development

a. Line Manager of staff in respective Regional / Local Delivery Centre

b. Responsible for the hiring, development, coaching and performance management process of staff in dedicated unit including the agent capability framework.

7. Financial Control

c. This role is required to operate within prescribed budget limits and seek sign off for any variations from the Cluster Delivery Lead

Key Responsibilities :

Role Accountability :

- Is accountable for the results of the deals activities to both Accenture and Clients.

- Accountable for ongoing management of effective client service relationship within the deals

- Develops new approaches and processes.

- Interfaces with other team leads, management and client staff and ensures good working relationships.

- Ensures the service line operations are efficient and effective and that SLA's are met.

- Generate revenue opportunities and maximize margin

- Ensure the first class delivery of service to clients.

Requirements:

- Demonstrate ability to manage multiple clients and teams

- Work in a global environment with matrix reporting relationships

- Flexibility in approach and ability to think out of the box

- Result oriented approach

Key Skills:

- Client relationship management skills

- Excellent communication skills

- Ability to hold crucial and confident conversations with clients and stakeholders

- Excellent influencing and negotiating skills

- Presentation skills

Relationships:

Reports to : HR Delivery Lead

Internal Relationship : Cluster Delivery Lead, Global Service line leads

External Relationships: Has regular & direct contact/interface with the client.

Qualifications:

Education: Min Bachelor degree, Masters in Management/Engineering an advantage.

Language: Fluency in English, knowledge of any European language an added advantage

Work Experience: Overall 15+ years ; (8+ years of relevant experience)