Deloitte Looking for USI-EH23-UK-SSO-HR Helpdesk – Sr Analyst at Hyderabad, Telangana Full Time

Position Summary

HR Services – Senior Analyst- Deloitte Support Services India Private Limited

Join our team of dedicated HR professionals who support HR Administration team. The primary function of this role is to manage the HR/Learning Helpdesk mailbox, delivering effective and efficient written HR and Learning support and advice for all matters relating to future, current and former employees ensuring service level agreements are met. The role is working within the HR function (also referred to as HR Services). The HR Administration team is based at the Extended Delivery Centre (EDC) which is located in our US India offices, and also extended teams are based in the UK Offices (Milton Keynes and Cardiff). The HR Services team is part of the Shared Services Organisation

Work you’ll do

As a part of this team, you will be involved with the following:

Functional Responsibility:

• Responsible for the quality assurance and standards of the USI HR Services team deliverables
• Work collaboratively with the USI and UK HR Services Management Teams to deliver high quality deliverables
• Performing Quality Checks (QC) on workload completed by the team members
• Strengthening and driving quality standards and controls awareness across HR Services through training, upskilling, engaging and communicating across teams
• Have a strong understanding of all the processes within HR Services teams to the level of execution
• Working with the USI Assistant Manager to understand and align local strategy to HR Services wider strategic objectives
• Producing quality reports, schedules, and summaries in line with requirements
• Ensuring that all the service deliverables meet the agreed terms and Service Level Agreements (SLAs)
• Demonstrating and creating a culture of open, proactive, transparent communication between USI HR Services teams/management and UK stakeholders
• Taking an active role supporting the USI Assistant Manager in resolving escalations received in relation to processes owned by the team. Reviewing actions taken and offering up recommendations for improvement to the USI Assistant Manager for discussion with the UK Delivery Managers
• Providing regular proactive and transparent reporting to the USI Assistant Manager and UK stakeholders about Quality checks, Quality framework and training requirements identified based on gap analysis
• Responsible for building, strengthening and maintaining relationships with stakeholders in USI and UK
• Daily management of HR Helpdesk tickets via ServiceNow platform for web chat and Emails, working on enquiries relating to the following subject areas – (this list is not exhaustive)

o Learning and Development

o Absence Management

o Performance Management

o Employee Benefits

o HR policies

o Employee End to End Lifecycle queries

SAP (HR system) related actions or updates to be completed accurately in time for payroll deadlines and in line with procedural guidelines.

o Deliver excellent customer service and ensure service level agreements are met through the monitoring of work volumes and escalation of any impacts to service and SLA achievement to the Assistant Manager.

o Provide a customer focused experience through the timely and accurate completion of activities and queries.

o Provide high quality written advice and guidance on a range of queries.

o Record and maintain accurate activity information, ensuring tracking and case ownership through to closure.

o Escalate more complex queries to the Assistant Manager (as detailed in the escalation process).

o Ensure work is appropriately distributed and completed by the team to a high standard of accuracy and in a timely manner. Whilst ensuring integrity of data within the case management system

o Identify process issues/opportunities for improvement and raise with the Assistant Managers to drive more efficient ways of working

o Ensure work allocation is based on priority and that peer checking/quality audit is undertaken for all activities processed by the team on a daily basis. Findings to be shared with the Assistant Manager

o Take responsibility for keeping up to date with Deloitte HR policy and process developments

o Ensure team compliance with appropriate Data Protection legislation at all times

o Liaise and collaborate with other Shared Services Organisation teams as appropriate

Other Responsibilities:

• Act as a point of escalation for the team to support the resolution of complex queries
• Provide training to new joiners and deliver refresher training to the team as needed. Ensuring team development and the closure of any gaps in knowledge
• Support training needs based on the skills gap identified through Quality Checks
• Provide feedback to the team based on the findings in the Quality Checks performed and providing recommendations to the Assistant Manager on training needs based on these gaps.
• Actively communicate and co-ordinate the team on a day-to-day basis to ensure training, timekeeping and supporting the achievement of service level agreements (timelines, utilisation, quality etc.)
• Support the team during peak periods whilst continuing to maintain focus on QC
• Proactively identifying & raising potential issues to the USI Assistant Manager for discussion with the UK Delivery Managers and lead the team to implement necessary agreed actions.

Key skills required:

• Able to demonstrate a professional, friendly and approachable manner coupled with the ability to communicate with staff at all levels
• Able to use own initiative, be proactive and able to identify appropriate solutions to problems
• Must be focussed with an eye for detail to be able identify quality issues and suggest controls
• Able to work to tight deadlines whilst managing stakeholder expectations
• Strong stakeholder skills, with the ability to build relationships at all levels
• Committed to work with the team to maintain a positive team culture
• Good listener with a calm manner and the ability to challenge as appropriate
• Strong communication skills, both written and verbal
• Excellent customer service skills, and a good telephone manner and Email Etiquette.
• Able to work well under pressure and prioritise competing demands effectively
• Must be a supportive team player who is reliable and respects others, with a desire and drive to meet and exceed team targets
• Must demonstrate a methodical, analytical and clear approach to problems.
• Is able to act with urgency when necessary
• Is open, receptive and adaptable to change
• Demonstrates integrity and a can-do attitude

Work Location: Hyderabad Shift Timings: 2 PM to 11 PM

The team

The Internal Client Services team in Hyderabad supports the Deloitte organization in the UK with a wide variety of activities including financial reporting, HR and financial transaction processing, administration services, helpdesk support, marketing and IT services.

Qualifications

Required:

• Any Graduate/ post graduate degree with 4-6 years of work experience
• HR administration experience
• Experience of the core Microsoft Office package

Preferred:

• Technical – Knowledge of SAP or other HR systems
• Service Now Ticketing tool.

How you’ll grow

At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team- based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloitte’s culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

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Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.

About Deloitte

Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. In the United States, Deloitte refers to one or more of the US member firms of DTTL, th ei r related entities that operate using the “Deloitte” name in the United States and their respective affiliates. Certain services may not be available to attest clients under the rules and regulations of public accounting. Please see www.deloitte.com/about to learn more about our global network of member firms.

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Benefits

We believe that to be an undisputed leader in professional services, we should equip you with the resources that can make a positive impact on your well-being journey. Our vision is to create a leadership culture focused on the development and well-being of our people. Here are some of our benefits and programs to support you and your family’s well-being needs. Learn more about what working at Deloitte can mean for you.

Our people and culture

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Professional development

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Requisition code: 110950