Managed Services Oracle Cloud HCM Senior Associate

Huron is a global consultancy that collaborates with clients to drive strategic growth, ignite innovation and navigate constant change. Through a combination of strategy, expertise and creativity, we help clients accelerate operational, digital and cultural transformation, enabling the change they need to own their future. 

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Senior Associates play an integral client-facing project or work-stream leadership role. While activities vary based on project size/scope and individual skill-sets and strengths, the Sr. Associate can expect to spend their time with a heavy focus on material client interaction through all projects, project management, intensive data-analysis and the identification for the “so-what’s” therein, and to creating compelling client-ready presentations. Additionally, the Sr. Associate will focus on developing Analysts and Coachees.

The Managed Services Oracle Cloud HCM Senior Associate is responsible for overseeing the delivery of managed services to a portfolio of approximately 10 clients and ensuring the overall success of the managed services department within an organization. This role involves managing a team of professionals, coordinating service delivery, developing client relationships, and driving operational excellence. The Managed Services Senior Associate plays a critical role in meeting client expectations, achieving service level agreements (SLAs), and maximizing client satisfaction.

Key Responsibilities:

• Subject Matter Expertise: The primary responsibility of the Senior Associate is to provide level 2 and level 3 expertise and hands-on experience on incidents and service requests, including configuration changes and enhancements, related to Payroll Oracle, preferably with exposure to other HCM modules such as:
  • HR Core
  • Benefits
  • Fast Formulas
  • Other modules in the Oracle HR suite
• Team Leadership: Manage and coach a team of managed services professionals, providing guidance and performance feedback. Foster a collaborative and high-performing team culture, promoting professional development and continuous improvement.
• Service Delivery Management: Ensure adherence to SLAs, quality standards, and contractual obligations. Monitor service performance metrics, including service uptime, response time, and customer satisfaction, and take proactive measures to address any deviations or issues.
• Advisory Services: Provide advisory services to clients regarding new features and best practices.
• Service Improvement Initiatives: Continuously assess and improve the efficiency and effectiveness of managed services delivery processes. Identify opportunities for automation, standardization, and process optimization to enhance service delivery quality, reduce costs, and drive customer satisfaction.
• Performance Reporting and Analysis: Prepare and present regular performance reports to clients and internal stakeholders, highlighting key metrics, achievements, and areas for improvement. Analyze data trends to derive actionable insights and develop strategies to address service gaps and enhance the client experience.
• Vendor Management: Manage relationships with external vendors and partners involved in the delivery of managed services. Collaborate on service improvements, resolve vendor-related issues, and ensure compliance with contractual agreements.
• Client Relationship Management: In collaboration with the Customer Success Managers, develop and maintain strong relationships with clients, acting as a trusted advisor and subject matter expert. Understand client needs, proactively identify opportunities to enhance services, and collaborate with clients to align service delivery with their business objectives.

Qualifications and Skills:

• Deep understanding of the administration and maintenance of Oracle HR Cloud system with a minimum of 7 years of experience.
• Excellent communication and interpersonal skills to build relationships with clients and internal stakeholders.
• Bachelor's degree in business administration, information technology, or a related field (or equivalent experience).
• Proven experience in managing a team in a managed services or IT services environment.
• Deep understanding of managed services concepts, service level agreements, and ITIL frameworks.
• ITIL or other relevant certifications are a plus.

The Managed Services Senior Associate plays a crucial role in ensuring the successful delivery of managed services to clients. By effectively leading a team, managing client relationships, overseeing service delivery, and driving continuous improvement, the Senior Associate contributes