HR Service Delivery Manager

Accenture; Bengaluru; Hybrid; INR 1,400,000 - 2,000,000; Full time

Job summary

A global consulting firm is seeking an experienced HR Service Delivery Manager to lead HR operations. This role requires over 15 years of relevant experience and deep knowledge of HRMS systems such as SAP, Workday, or Oracle. Key responsibilities include account management, implementing HR solutions, coaching team members, and effectively engaging with clients. Strong communication skills and the ability to identify complex problems are essential. The position is based in Bengaluru, India.

Qualifications

• 15+ years of experience as a Senior Contact Center Agent/Supervisor.
• Hands-on knowledge of HRMS (SAP, Workday, Oracle) is required.
• Ability to identify and effectively use resources.

Responsibilities

• Identify and assess complex problems in HR.
• Create solutions with in-depth evaluations.
• Manage large-to-medium sized teams.
• Work in rotational shifts may be required.

Skills

HRMS knowledge (SAP, Workday, Oracle)

Critical Thinking

Service Delivery Experience

Business Case Development

Operational Excellence skills

Communication skills (oral and written)

Customer service skills

Problem Solving

Education

Any Graduation

Job description

Skill required

Employee Services - Employee Data Process Design

Designation

HR Service Delivery Manager

Qualifications

Any Graduation

Years of Experience

13 to 18 years

What would you do

• Account Management and HR Processes – Accountable for account talent management and development
• Develop and implement a clear demand logging process for the account
• Be the focal point in coordinating the demands coming from the respective projects within the account
• Works closely with the various demand fulfillment channels (internal DTEs, contractor exchange, Delivery Centers, etc.) to ensure the demands are filled in a timely manner and with the right sourcing strategy
• Oversight of account onboarding, orientation, integration
• Facilitate annual performance management activities for account
• Provide performance support and coaching at the worksite
• Work with HR Business Partners to evaluate account needs and propose HR solutions
• Drives account‑wide engagement programs working to understand, sustain and improve employee engagement and maximize…
• Provide oversight of all major HR processes from a client perspective
• Monitor and evaluate HR trends highlighting implications for the client
• Accountable for the coordination and delivery of human‑resource activities across the account
• Act as liaison with appropriate GU/OG/GP HR leadership and other HR teams
• Identify people programs to put in place at account
• Participate in recruitment and performance management of HR team members
• Provide coaching and guidance on career development of team members (training, supervision, evaluation)
• Advise client account leadership regarding HR aspects of key business strategies, issues and decisions and potential problem areas
• Coach and advise account and engagement leads and employees (when necessary) in people matters relevant to the account and business segment at the worksite
• Advise account leadership in career development activities
• Effectively coach/counsel others
• Team building
• Responsible for coordinating all people program efforts, optimizing employee engagement and work experience across the account
• Facilitate teamwork and process integration across the team
• Responsible for engagement of team members

What are we looking for

• Hand‑on knowledge of HRMS (SAP, Workday, Oracle) is required
• 15+ years of experience as a Senior Contact Center Agent/Supervisor
• Critical Thinking
• Thorough understanding of the Service Line
• Service Delivery Experience
• English required
• Business Case Development
• Business Operations Management, Business Process Design
• Business and Process Transformation
• Problem Solving
• Quality Management
• Service Quality Management
• Core Competencies
• Professional Qualities
• HR Operations Experience
• Good oral and written communication skills
• Ability to identify and effectively use resources
• Excellent customer service skills
• Operational Excellence skills

Roles and Responsibilities

• In this role you are required to identify and assess complex problems for the area of responsibility
• The person would create solutions in situations in which analysis requires an in‑depth evaluation of variable factors
• Requires adherence to strategic direction set by senior management when establishing near‑term goals
• Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach
• Some latitude in decision‑making involved
• You will act independently to determine methods and procedures on new assignments
• Decisions made at this role have a major day‑to‑day impact on area of responsibility
• The person manages large‑to‑medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
• Please note that this role may require you to work in rotational shifts

Qualification

Any Graduation