Senior Analyst - HR Operations

Overview

Senior Analyst in HR Operations at JLL, resolving Tier 1 HR queries and transactions and supporting global employees and HR users across APAC, EMEA and AMR.

What you'll do

• Resolve Tier 1 queries and transactions related to core HR processes.
• Maintain data on location creation, data correction, transaction rescinds and system security requests in Workday.
• Demonstrate high proficiency in HR processes and standard operating procedures, resolving complex queries.
• Work with and assist global employee/HR users from APAC, EMEA & AMR.
• Manage global compensation audits and reports.
• Communicate and distribute processes, policies and relevant documentation to employees needed to resolve queries or issues.
• Manage semi-functional issues in Workday, including EIB validations and mass uploads.
• Manage one-time payment bulk uploads and compensation requests.
• Manage and coordinate queries on the ServiceNow case management tool effectively.
• Assist SME/Sr. SME with building and maintaining a knowledgebase for case management.
• Actively participate in new transitions and document creation.
• Assist with data correction or escalate to SME/Sr. SME for issues that cannot be resolved through self-service.
• Act as a bridge between Tier 1 and Tier 2 technical teams for semi-functional Workday issues.
• Update and review SOPs and process maps regularly based on new inputs, changes and updates.
• Perform quality checks on key/critical transactions processed by the team as defined in the quality framework.
• Identify and escalate complex queries to appropriate stakeholders.
• Adhere to agreed KPIs, KRAs, SLAs and customer service standards.
• Manage client calls with global process partners on a regular basis and ensure required documentation.
• Challenge the status quo and implement process improvements to enhance the end user and HR partner experience.

What you'll need

• Understanding or knowledge of HR fundamentals, practices and procedures.
• Strong written and verbal communication skills.
• Bachelor's/Master's degree in Human Resources or Personnel Management.
• 3-4 years of experience in HR or client services role preferred.
• Knowledge of MS Office Suite (Word, Excel, Outlook) with good command of Excel, PowerPoint and Word.
• Comfortable working in global shift timings.

Nice to have

• Previous experience in a Workday HR environment preferred, or similar HR ERP desirable.
• Knowledge of ServiceNow case management tool an added advantage.

Details

• On-site, Gurugram, HR.
• Scheduled weekly hours: 40.
• Global shift timings.