Workplace Service Delivery Analyst

Key accountabilities:

• Respond to inquiries and/or process requests via calls, emails, tickets according to established processes and policies. Process transactions / operational requests in workplace service or finance / tools domain
• Experience working in workplace related tools or process is an added advantage.
• Demonstrated, well-developed verbal and written communication skills; Customer-oriented; seeks solutions that will provide value to end-user
• Raise or escalate cases that do not have or do not fit yet in existing practice and process documentation.
• Document transactions according to established process documentation and/or as required based on business requirement. Enhance and improve operational workflow and performance.
• Validate and process transactions based on various sources, such as but not limited to, service request tickets, trackers/tools, invoices, transaction receipts or documentation.
• Resolve discrepancies and/or disputes according to established processes and policies.
• Track, monitor and complete transactions from request to payment.
• Raise or escalate transactions that are inaccurate and/or aging.
• Generate and validate reports for various business requirements, such as but not limited to status reports, scorecards, dashboards, etc.
• Provide insights on transaction trends such as but not limited to, usual requests or inquiries, customer behaviors, internal or cross-functional process changes impact.
• Actively participate in all process improvements stages: conceptualization, implementation and continuous process improvements.
• Operate according to established process and guidelines of Accenture Operations Excellence (OPEX).
• Learns new applications, technologies, and skills through intensive hands-on experience.
• Respond to the unique reporting requirements of the Operations/Cross functional departments on real-time / Adhoc basis.

Qualifications:

Skills and Experience:

• Graduate or equivalent. 4-5 years’ experience in yrs shared service / processing experience or workforce management or related domains
• Knowledge of space utilization and facilities management.
• Knowledge of supervisory practices and principles.
• Possess excellent communication skills, both written and verbal
• Convincing/negotiation skills
• Maintain a focus on Customer service.
• MS Excel skills