Workplace Service Delivery Analyst
工作描述
Partners with teams around the world to ensure process/policy compliance and efficiency, audit readiness, and data and reports accuracy.
Responsibilities:
Gather information, generate reports, analyze data, and present actionable recommendations to stakeholders for decision-making.
Monitor service levels, ensure SLA compliance, report performance, and investigate unusual results.
Maintain positive relationships with global clients and partners, resolving short-term issues and planning long-term solutions.
Advise stakeholders on service improvements, cost reduction, and risk mitigation using techniques such as data storytelling and analytical tools.
Participate in process improvement stages from conceptualization to continuous implementation.
Comply with Accenture Operations Excellence (OPEX) processes and guidelines.
Identify improvement opportunities and coordinate the creation of training materials and sessions.
Respond to real-time/ad hoc reporting requirements and participate in quality assurance activities.
Prepare and document statistical reports and MIS for management analysis, ensuring accessibility.
Lead or participate in monthly service performance review calls with service management teams and stakeholders.
职位要求
Job Qualifications:
Must Have:
• 3 experience in years customer service, shared service, business processing experience or workforce management or related domains.
• 1 year working experience in ISO 45001 or ISO 14001 framework or structure
• Possess excellent communication skills, both written and verbal.
• Convincing/negotiation skills.
• Lead or participate in monthly service performance review calls with service management teams and stakeholders.
Good to Have:
• Preferably with at least 1 year Project Management experience but not required.
