Human Resource Analyst - Shared Service Center

Roles and Responsibilities: (Only Chennai Candidates)

- Provide Tier 2/3 level support responding, both orally over telephone and in writing by email to complex queries and sensitive issues.

- Regularly monitor work flow to ensure timely responsiveness to staff inquiries and to facilitate operational achievement of SLA's and KPI's.

- Apply root cause analysis to consistently and accurately diagnose technical problems and proposes solutions to rectify problems.

- Reviews Service Center operational practices for effectiveness and practicality; facilitates solutions as appropriate and necessary

- Conduct in-depth research and apply HR policies based on documented rules and waivers.

- Consult with relevant Center of Expertise (CoE) when unable to resolve complex issues personally, articulating issues and proposing possible options and implications.

- Follow up with CoEs, Payroll, Pension, Global Mobility, Tax and HR Business Partners to ensure satisfactory resolution of cases requiring escalation, exception or waiver.

- Contribute to policy development providing feedback on the implementation of and need for revised HR policies.

- Provide support to audit and accounting functions to validate accuracy of pre-payment information as needed. Support daily, monthly, quarterly reconciliation as necessary.

- Contribute to development of Level 2 technical documentation as needed.

- Exercise a high level of integrity, confidentiality and discretion in handling sensitive HR information.

- Facilitates and monitors service center team daily scheduling to ensure appropriate levels of team coverage each day and during peak period volumes.

- Provide general support to continuous improvement initiatives as needed:

- Support projects;

- Conduct end-user satisfaction surveys where applicable;

- Provide recommendations for increasing user satisfaction;

- Perform quality control of cases and provide feedback where required to team members.

- Bachelor's or Master's degree with minimum 8+ years of experience

- Knowledge of HR policies, practices and systems

- Strong analytical and research skills

- Organizational and time management skills with demonstrated attention to detail and ability to prioritize tasks

- Strong computer skills with knowledge of Microsoft office applications

- Ability to present information clearly, concisely and compassionately both orally and in writing

- Experience with transactional work

- Must be able to manage multiple priorities and work well under pressure

- Demonstrated creative problem solving ability

- Excellent client service skills

- Effective verbal and written communications skills

- Flexibility to work HR Operations hours as defined

Candidate must be ready to work any of the three shifts covering 18x5 including night shifts (5:30 PM to 2:00 AM IST), noon shifts (2:00 PM to 10.30 PM IST) & morning shifts (8:30 AM to 5:00 PM IST); work week may include weekends, based on business needs & requirements.

Location - Chennai