DE023715-HR Service Delivery Manager

--ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: HR Service Delivery Manager
WORK SETUP: Hybrid

RESPONSIBILITIES:

Operation Management:

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

• Running and managing payroll service delivery for outsourced client of Accenture
• Exceeding client and account metrics/ SLAs
• In-depth understanding of Payroll processes supported by Accenture for different geographies. Drives activities to meet requirements (e.g., timelines, quality, and costs) & does whatever is needed to complete the task on time and error free.
• Drive Operational Excellence within Team. Liaise with Operational Excellence Team as required.
• Raises relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible.
• 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.
• Escalate issues and seek advice when faced with complex issues/problems.
• Ensure that Business Continuity and Disaster Recovery Plans are up to date and tested periodically. Liaise with BCM Team and Local IT on Testing.
• Creates a logical plan, realistic estimates and schedule for an activity or project segment.
• Ensures progress, issues and agreements are properly documented and acted upon.
• Assist Team with problem solving performing “Root Cause Analysis” on issues faced and suggest appropriate corrective and preventive actions
• Mentor and People Management skills
• Working with Quality team for improvement across productivity, efficiency within the Team
• People Performance management
• Working with HR/ teams on Annual Salary increase and Variable payouts/cycles
• Attrition Management skills
• Being able to analyze Demand Vs Capacity requirements of the team and projects and ability to forecast for future hirings and assessing/ aligning impact on operations.
• Training capabilities - working with Training & operation teams to train new hires and existing employees to upskill/ cross skill
• Work on payroll projects for upliftment of team from domain/ skill perspective
• Experience in implementation previous automations done in Payroll.
• Stakeholder management/ Escalation Management with following teams- 
  • Internal Accenture Leadership teams - Other Teams viz
  • Business Teams - Onboarding, Movement, Terminations, Enquiry Management Teams etc, Leadership
  • Supporting Teams - Training, Technology, Quality, Recruitment, HR
  • External - Client Management, various departments - HR Teams, Finance, Taxation, Treasury Teams, Auditors, Quality Assurance Teams etc.
• Running governance and reporting schedules with stakeholders - Monthly/ Quarterly

OTHERS:
Project Shift Schedule: Morning Shift
Project Rest Day: Weekends off
Project/Team Location: Taguig Uptown Bonifacio Tower 3