Human Resource Analyst

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Role & responsibilities

Key Responsibilities

• Provide timely, professional support across multiple channels like phone calls, email, chat, ticketing tools, etc., ensuring consistent employee experience.
• Hands-on experience with applications like Workday / Salesforce /Oracle /SAP /Success factor or UKG
• Empathy, first-contact resolution focus, managing difficult conversations along with experience in handling escalations.
• Experience in dealing with Hire to Retire HR queries which may include Payroll queries, Leave administration, Benefits administration, Time and Attendance management etc.
• Handling sensitive employee data, confidentiality, and policy adherence.
• Create and maintain clear process documentation (SOPs, checklists, knowledge articles) for current-state and improved HR workflows to ensure standardization and ease of adoption.
• Work independently with minimal supervision to complete assigned tasks, while supporting and mentoring junior team members through guidance, knowledge sharing, and peer reviews.
• Apply strong understanding of HR systems and data management by maintaining data accuracy, structured case notes, confidentiality, and audit-ready documentation practices.
• Drive continuous process improvement initiatives in payroll accuracy, efficiency, and employee experience.
• Partner with HR and Finance to resolve discrepancies and manage payroll audits.
• Demonstrate strategic agility by balancing daily operational demands and consistently meeting SLA and quality expectations.
• Maintain flexibility to support 24x7 operations by working across shifts as required and ensuring smooth handoffs through clear updates and documentation.

Qualifications and Experience

• Bachelors degree in any stream.
• 5-7 years of prior work experience (preferably in HR Inquiry Helpdesk)
• Proficiency in Microsoft Office applications (Outlook, Excel, Word, PowerPoint).
• Strong analytical and problem-solving skills and ability to identify trends and recurring issues.
• Strong attention to detail and documentation discipline.
• Ability to train/mentor junior staff.
• Experience with payroll software such as SAP, ADP, or Unit4

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