Delivery Operations Associate Manager

Role overview

Qualifications and experience

• Any graduation is specified.
• Requires 10 to 14 years of experience.
• Requires extensive, demonstrable experience with Hire to Retire HR operations processes and HR service delivery experience.
• Requires a proven track record leading an HR operations team and knowledge and experience of HR systems.

Candidate capabilities

• Strong Microsoft Office and Excel skills and English language proficiency are specified.
• The posting seeks interpersonal, customer service, communication, client-interfacing, leadership, coaching, and team management skills.
• It also seeks organization, prioritization, multitasking, problem-solving, continuous improvement, confidentiality, resilience, collaboration, and multicultural awareness.
• Business excellence practices and data security and protection are relevant to the work.

Service delivery and leadership

• Deliver contracted services and ensure agreed SLAs and process steps are followed accurately.
• Manage team performance, coaching, mentoring, staffing levels, and escalations.
• Maintain effective client relationships and serve as a subject matter expert for the unit.
• Improve process metrics, procedures, policies, and business processes.
• Manage deal budgets and drive delivery to timelines, quality, and cost requirements.

Governance and continuity

• Establish reporting and governance arrangements and coordinate client performance reporting with the Service Management Team.
• Meet client and Accenture data security, data protection, and quality requirements.
• Keep business continuity and disaster recovery plans up to date and periodically tested.
• Support client visits and participate in developing operations.
• Analyze moderately complex problems, adapt methods and procedures, and make decisions that may affect the team or other teams.

Schedule

• The role may require rotational shifts.