Senior Analyst - Employee Relations & HR Operations - BPO

Job Description:

Responsible for repeatable, predictable and measurable operations which includes but is not limited to the following:

1. In-depth understanding of HRO processes and activities to meet requirements (e.g., timelines, quality, and costs) & does whatever is needed to complete the task on time and error free.

2. Drive Operational Excellence within Team and support OE Focal. Liaise with Operational Excellence Team as required.

3. Raises relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible.

4. Must have clear understanding of the existing metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent. Detailed understanding of Process metrics e.g. SLA, OLA, KPI. Liaise with Service Management Team on reporting performance measures to the Client.

5. Escalate issues and seek advice when faced with complex issues/problems.

6. Ensure that Business Continuity and Disaster Recovery Plans are up to date and tested periodically. Liaise with BCM Team and Local IT on Testing.

7. Creates a logical plan, realistic estimates and schedule for an activity or project segment.

8. Ensures progress, issues and agreements are properly documented and acted upon.

9. Assist Team with performing - Root Cause Analysis- on issues faced and suggest appropriate corrective and preventive actions.

10. Support in Knowledge Transfer of any process/client and acquires in depth knowledge of process, as required.

11. Participates in various Internal or Client initiatives related to Process.

12. Ensure the process dashboards and visual management displays are reviewed on an ongoing basis and up-to-date.

13. Actively participate in all process related business meeting in-person or virtually through conference calls.

14. Liaise with Accenture Local IT to escalate Technology issues being faced by the Team.

15. Participate in and/or support during Client visits.

16. Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls

17. Must read, understand and analyze client process as per the business rules. Should become a People relations process expert within first 4 months.

18. Work collaboratively with all internal & Third party stakeholders to achieve Business goals.

Team Development:

Create a performance driven competitive culture in the team which includes but is not limited to the following:

1. Ensure that the Team is adequately staffed and resources have the right skills required for the job. Liaise with OADM, Accenture Leadership, Recruitment and IJP Teams on staffing requirements.

2. Provide team members with a clear sense of direction and understanding of each other- s' responsibilities including career planning and succession planning.

3. Ensure a robust measurement system to substantiate performance evaluation of team members, recognizes and rewards individual and team accomplishments.

4. Conduct/Support Training for regional teams and on-board new team members on all areas of HRO operations and including: Controls & Compliance, Business Continuity Plans, process analysis and customer service.

5. Enhance team moral and engagement level thorough team bonding exercises and activities. Liaise with local PPA's and Human Resources Team on driving key People initiatives.

6. Ensure team is aware of their Goals and how their performance will be evaluated. Ensure that teams are able to explain the process.

7. Escalation and resolution point for team members with regards to people related queries. Liaise with local Human Resources Team on critical issues.

8. Communicates clearly and concisely, using appropriate level of detail, terminology and style.

9. Retain talent and establish growth path for valued resources. Liaise with local Human Resources Team on critical issues.

JOB REQUIREMENTS

Experience :

- At least 3 years of HR Experience

- People Relations experience a plus

- Workday Experience a plus

- HR Domain certification would be a plus

- Strong MS Office and Excel skills

- Proficient with Operational Excellence Practices

- Should have prior People Mgmt experience ( Minimum 2-3 years)

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

Working Conditions - US Hours

Shift timings (7am - 3pm ET,/ 5:30pm -1am IST) (1pm to 9pm ET/ 11:30pm - 7am IST)

 Candidate should be willing to work in Rotational Night shifts.

Notice Period : 15 Days