Analyst, HR Operations

Overview

Analyst, HR Operations (Employee Data Management) role at Baxter, handling complex Tier 1 employee inquiries, queue operations and Workday transactions while supporting process improvement and documentation.

What you'll do

• Handle escalated Tier 1 inquiries requiring deeper investigation.
• Monitor queue performance and ensure SLA compliance.
• Coach and mentor junior analysts on customer service best practices.
• Identify trends in employee inquiries and recommend updates to the knowledge base.
• Collaborate with HRBPs and Tier 2 teams to resolve complex employee concerns.
• Support quality assurance by reviewing call/chat interactions.
• Contribute to FAQ and knowledge article development.
• Lead team huddles and share process updates.
• Process complex Workday transactions and manage escalations.
• Manage end-to-end HR operations (onboarding, movements, exits).
• Support Workday data integrity, audits, and reporting.
• Create and maintain employee documentation and records.
• Support system enhancements, UAT, and automation initiatives.
• Maintain and update SOPs and knowledge articles.
• Provide input on decision-making and process improvement ideas.
• Liaise with HRBPs and onshore partners on complex cases.

What you'll need

• Excellent English verbal and written communication skills.
• Proven customer service experience with issue resolution track record.
• Experience handling escalations and difficult conversations.
• Strong knowledge of HR policies and employee lifecycle.
• Proficiency with ticketing systems and queue management.
• Coaching and mentoring abilities.
• Analytical mindset to identify inquiry trends.
• Graduate in any discipline.
• Graduate/Degree in Business Administration, HR, or related field.
• 2–5 years of experience in HR customer service or contact center.
• Flexibility to work rotational shifts.

Nice to have

• Lean certification.

Details

• Location: Gurgaon, Haryana.
• Works on rotational shifts across regions; working hours vary by shift schedule, supporting operations across Europe and the Americas.