Job expirat
Establish a structure to maintain training/ reference material that will effectively support Operations
Manage/co-ordinate the maintenance of consistency of materials in line with global HR processes and application standards
In conjunction with the Operations Control Room identify and maintain a list of Subject Matter Experts who are authorities in their area e.g. Process, Application, Service Management
Develop and maintain the global agent / team lead new joiner curriculum
Co-ordinate updates to training material and curriculums via release strategy
Develop and manage the approach for onboarding of new agents and team leads into RDCs and LDCs
Ensure involvement and alignment with the established Bangalore RDC training team
Provide guidance / expertise on the training approach for country support teams - including the co-ordination of training to ensure that the training plan meets the training go-live criteria so that agents/ team leads can effectively do their job
Provide training co-ordination support for European new country go-lives
Review and ensure correct update of OSI pages (including audit of local pages)
Change control assessments input where changes to processes or technology impact the training/ reference material. This includes assessing work estimates, impact on Operations and the subsequent updates to documentation, if the change is approved
Co-ordinate the development and maintenance of training/ reference material
Provides input into the Change Control impact assessment regarding the impact of the change on the training/reference material
Any other duties as required
Very good knowledge of English
Good team working skills
Ability to communicate training points e.g. change impacts to different audiences e.g. technical, client SMEs and Operations
Analytical skills and problem solving skills
Good level of prioritization skills
Strong communication and interpersonal skills
HR Operational experience
Good understanding and experience of HR Operations
Ideally demonstrable working knowledge of HR policies, practices and procedures
Understanding of Service Management
Strong understanding of the company’s & client’s business objectives and organizational structure
Knowledge of relevant legislation, keeping up to date with future changes
Knowledge of HR processes
Ideally experience of Integrated HR Systems (including ERP’s)
Understanding of work queue management & contact centre tools/applications
Understanding of Shared Service delivery concept
Experience of working in multi-country environments
Experience of issue management and escalation process
May supervise junior specialists and administrators and would delegate work appropriately
Responsible for co-ordinating the activities of virtual teams involved / impacted by the training material
Responsible for career development of any team members (training, supervision, evaluation, promotion recommendations)
Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. With more than 175,000 people in 49 countries, the company generated net revenues of US$19.70 billion for the fiscal year ended August 31, 2007. Its home page is www.accenture.com.
Join Accenture for a career that keeps you motivated and moving forward. Work on vital assignments for top class clients and help them achieve high performance. Push yourself, while developing your skills and confidence. Work with the best people worldwide to solve problems and do what hasn\'t been done before.
If this is your idea of a typical working day, Accenture is the place to work.
