HCM Business Advisory Analyst, AS

Overview

Provide first-level resolution for employee and HR-related queries across HR policies, processes, and applications for the HRdirect team, supporting employees, former employees, HR Advisors, and internal HR solutions teams across APAC, UK, and US regions.

What you'll do

• Handle queries from employees, former employees, HR Advisors, and internal HR solutions teams on HR products, policies, and applications via email and telephone.
• Provide first-level resolution for queries across UK, US and APAC locations processes where applicable.
• Demonstrate good working knowledge of HR applications including Workday and ServiceNow.
• Support policy-related queries, including Benefits, Payroll and Employee life cycle.
• Ensure all queries are managed with a strong focus on accuracy, completeness, timeliness, and customer experience.
• Work within established SLA and quality standards, ensuring transactions and queries are completed accurately and escalated to the appropriate teams when required.
• Follow up on pending items and ensure ownership until closure.
• Maintain a professional, service-oriented approach while handling customers and stakeholders.
• Remain logged in to Genesys phone lines and ensure availability for eight working hours, considering a one-hour break within the nine-hour login window.
• Contribute to process improvement opportunities and support initiatives that enhance service delivery and operational efficiency.

What you'll need

• Prior experience in query handling or transaction processing, preferably within a shared services environment.
• Exposure to HR domain areas such as onboarding, background screening, offboarding, benefits, data management, payroll, and employee lifecycle processes.
• Good email and telephone etiquette with the ability to communicate clearly and professionally.
• Willingness to work rotational shifts supporting UK/US business hours.
• Strong customer and service orientation with a clear focus on process adherence.
• Ability to follow process specifications across multiple transaction and query types.
• High sensitivity to accuracy, timeliness, completeness, and SLA-driven delivery.
• Ability to sustain accuracy while managing repetitive transactions and queries.
• Strong follow-through, ownership, and accountability for issue resolution and closure.
• Good client management, influencing, communication, and rapport-building skills.
• Good typing skills and working knowledge of Microsoft Excel for reporting and data analysis.
• Familiarity with Oracle PeopleSoft, ServiceNow, and Workday.
• Ability to take initiative and contribute to continuous process improvement.
• Proven ability to leverage AI tools to enhance productivity, optimise workflows to solve business problems, while applying critical judgment to ensure responsible and ethical use of data and AI outputs.

Details

• Location: Bangalore, India.
• Willingness to work rotational shifts supporting UK/US business hours.
• Remain logged in to Genesys phone lines for eight working hours within a nine-hour login window, including a one-hour break.