HR Service Delivery Senior Manager

Accenture in India; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Accenture in Bengaluru is seeking an HR Service Delivery Senior Manager to lead talent management, demand logging, onboarding, and performance processes across the account. You will coordinate demands with delivery centers and sourcing channels, and provide coaching and HR solutions.

The role requires 16–25 years of experience, hands-on HRMS knowledge (SAP/Workday/Oracle), excellent English, and strong leadership to drive employee engagement and retention across the client account.

Qualifications

• 15+ years of experience in HR/Contact Center leadership roles.
• Hands-on knowledge of HRMS and HR operations across large accounts.
• Proven ability to coach, develop talent and drive engagement.

Responsibilities

• Develop and implement demand logging and sourcing processes for the account.
• Coordinate demands from projects with internal and external sourcing channels.
• Oversee onboarding, orientation and integration of new hires at the account.
• Drive annual performance management and provide coaching at the worksite.
• Advise account leadership on HR solutions and career development.
• Lead engagement initiatives to maximize retention and team effectiveness.

Skills

Critical Thinking

English Communication

Problem Solving

Operational Excellence

Service Delivery

Quality Management

Team Leadership

HR Operations Experience

Education

Any Graduation

Tools

SAP

Workday

Oracle

Job description

Skill required: Employee Services - Employee Data Process Design

Designation: HR Service Delivery Senior Manager

Qualifications:Any Graduation

Years of Experience:16 to 25 years

About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do? Accountable for Account talent management and development o - Develop and implement a clear demand logging process for the account o - Be the focal point in coordinating the demands coming from the respective projects within the account o - Works closely with the various demand fulfilment channels (internal DTEs, contractor exchange, Delivery Centers, etc.) to ensure the demands are filled in a timely manner and with the right sourcing strategy o - Oversight of Account on-boarding, orientation, integration o - Facilitate annual performance management activities for account o - Provide performance support and coaching at the worksite o - Work with HR Business Partners to evaluate account needs and propose HR solutions o - Drives Account wide engagement programs working to understand/sustain/improve employee engagement and maximize retention Provide oversight of all major HR processes from a client perspective o - Monitor and evaluate HR trends highlighting implications for the client o - Accountable for the coordination and delivery of human resource activities across the account o - Act as liaison with appropriate GU/OG/GP HR leadership and other HR teams o - Identify People programs to put in place at Account o - Participate in recruitment and performance management of HR team members o - 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 o - Coach and advise account and engagement leads and employees (when necessary) in people matters relevant to the account and business segment at the worksite o - Advise Account leadership in career development activities o - Effectively coach/counsel others o People Initiatives & Team building o - Responsible for coordinating all people program efforts, optimizing employee engagement and work experience, across the account o Facilitate team work and process integration across the team o 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 area(s) of responsibility
• The individual should create solutions in situations in which analysis requires in-depth knowledge of organizational objectives
• Requires involvement in setting strategic direction to establish near-term goals for area(s) of responsibility
• Interaction is with senior management levels at a client and/or within Accenture, involving negotiating or influencing on significant matters
• Should have latitude in decision-making and determination of objectives and approaches to critical assignments
• Their decisions have a lasting impact on area of responsibility with the potential to impact areas outside of own responsibility
• Individual manages large 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