DE033728-HR Service Delivery Senior Analyst

---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 Senior Analyst WORK SETUP: Hybrid OVERALL PURPOSE: 1)Ensures that agreed proficiency levels are met upon agents’ graduation from the training program and provides training related reports necessary to track performance. 2)Facilitates all process specific required training that may include cross training, up-skilling and roll out of process. RESPONSIBILITIES: Training Needs Analysis • Work with the operations, training, and quality teams to identify performance gaps related to communication skills • Analyse performance gaps and provide recommendations to meet target metrics Training Design and Development • Responsible for content research, training, outline creation, development of training evaluation measures, training materials development, knowledge assessment and test design • Identify other non-traditional performance improvement initiatives to address knowledge, skills, practices, and over-all training effectiveness gaps Training Delivery and Communications Skills Coaching • Deliver Capability Development Programs to employees such as coaching and training to both new hires and existing staff • Facilitate all required training programs with the ability to translate subject matter expertise to knowledge gain and skills development. • Deliver required industry, domain, functional and client systems and process training to both new hires and existing staff • Provide floor support and communication coaching to all employees including leadership and support • Develop communication assessment tools in line with project’s goals and metrics • Proactively develop activities or modules to supplement existing programs or initiatives • Demonstrate strong working knowledge of adult learning theory principles and able apply in a 1:1 or in a group training setting Training Evaluation and Reporting • Gather data from operations and other support teams to measure program effectiveness • Monitor progress of employees by tracking performance indicators • Prepare reports like training effectiveness measures, training completion reports, and data analysis for business reviews • Provide floor support and communication coaching to all employees including leadership and support • Develop communication assessment tools in line with project’s goals and metrics • Proactively develop activities or modules to supplement existing programs or initiatives Other Responsibilities • Propose continuous improvements in communications coaching and new hire training processes • Mentor other employees to provide communication coaching support • Attend quality calibration calls and provide recommendations • Provide communication coaching and training support to other businesses Security Compliance Employees are required to maintain compliance with company safety, security, and privacy programs (secrecy of all information and project related information that may be acquired about the business, its affiliates, and partners). They are responsible for being active participants of programs that protect the company’s business operations, facilities, and physical and intellectual property and ensure a safe and secure working environment for all employees. OTHERS: Project Shift Schedule: Morning Shift Project Rest Day: Weekends Off Project/Team Location: Taguig, Uptown Bonifacio Tower 3

SKILLS AND QUALIFICATIONS: At least 3 years of relevant experience in Training Generic / any payroll background required

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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