HR Service Delivery Senior Analyst

Overview

Senior analyst role in HR Service Delivery, focused on workforce data administration and end-to-end learning administration and scheduling support for Learning & Development programs, acting as a subject matter expert in learning operations.

What you'll do

• Read, understand and analyze client process as per the business rules as a subject matter expert.
• Execute the process accurately and timely as a hands-on processor.
• Master the given process and help team members overcome process-related queries.
• Escalate issues and seek advice when faced with complex issues or problems.
• Pay close attention to the quality of written and verbal English skills within the team.
• Create a logical plan, realistic estimates and schedule for an activity or project segment.
• Ensure LWIs are followed and updated regularly, and train team members on process updates.
• Ensure process controls are in place; maintain, validate and update process documentation to ensure compliance with documentation requirements.
• Perform root cause analysis on issues faced and suggest appropriate corrective action for current remediation and future control.
• Propose process improvement ideas that reduce time, improve accuracy or enhance controls.
• Participate in knowledge transfer of any process or client and acquire in-depth knowledge of the process as an SME.
• Participate in various internal or client initiatives related to process.
• Understand the existing performance metrics in the process, how they are measured, and improve the measurement system to make it more effective and transparent.
• Plan proper allocation of work.
• Support Team Lead or Manager with daily stats or reporting and MOS.
• Enrich team members with a clear sense of direction and understanding of each other's responsibilities.
• Be available on the floor through the day to resolve process-related issues.
• Participate in team building activities.
• Complete training need analysis for the team in a timely manner through quality reports and knowledge tests.
• Create effective QC and audit mechanisms within the process to ensure delivery on SLAs.

What you'll need

• Any graduation.
• 5-8 years of experience.
• At least 4+ years of HR experience.
• Workforce administration experience (job changes, exits, leave of absence etc.).
• Strong MS Office and Excel skills.
• Process and strategy of providing and managing human resources services and information to employees within an organization, including employee support, benefits administration, onboarding, payroll and other HR-related functions.
• Client interfacing skills (email and phone): good email etiquette, strong email drafting and keyboard skills, and good phone etiquette or technique.
• Resilience and ability to work under pressure.
• Good organizational, prioritization and multi-tasking skills to deliver to deadlines.
• Analytical and problem-solving skills.
• High levels of confidentiality.
• Attention to detail and quality driven in communications and all system transactions.
• Ability to deal with customer complaints in a professional and friendly manner and escalate where appropriate.
• Basic leadership and coaching skills.
• Teamwork and collaboration.
• Self-driven.
• Results or target oriented.
• Multi-cultural awareness.

Nice to have

• HR domain certification.
• Experience supporting Australian clients, with specific exposure to the supermarket and retail sector.

Details

• Location: Bengaluru.
• Work in Australian shifts.