Analyst, HR Operations

Job Summary

As an Analyst in HR Operations EDM (Employee Data Management), you will handle complex Tier 1 inquiries, manage queue operations, and serve as an escalation point for junior analysts. You ll ensure SLA compliance, support Workday transactions, and safeguard data integrity while contributing to process improvement and documentation. This role places you at the heart of Baxter s transformation, where your expertise strengthens service delivery, builds trust, and enhances the employee experience.

Responsibilities

• Handle escalated Tier 1 inquiries requiring deeper investigation.
• Monitor queue performance and ensure SLA compliance.
• Coach and mentor junior analysts on customer service best practices.
• Identify trends in employee inquiries and recommend updates to the knowledge base.
• Collaborate with HRBPs and Tier 2 teams to resolve complex employee concerns.
• Support quality assurance by reviewing call/chat interactions.
• Contribute to FAQ and knowledge article development.
• Lead team huddles and share process updates.
• Process complex Workday transactions and manage escalations.
• Manage end-to-end HR operations (onboarding, movements, exits).
• Support Workday data integrity, audits, and reporting.
• Create and maintain employee documentation and records.
• Support system enhancements, UAT, and automation initiatives.
• Maintain and update SOPs and knowledge articles.
• Provide input on decision-making and process improvement ideas.
• Liaise with HRBPs and onshore partners on complex cases.

Requirements

• Excellent English verbal and written communication skills.
• Proven customer service experience with issue resolution track record.
• Experience handling escalations and difficult conversations.
• Strong knowledge of HR policies and employee lifecycle.
• Proficiency with ticketing systems and queue management.
• Coaching and mentoring abilities.
• Analytical mindset to identify inquiry trends.

Qualifications

• Graduate in any discipline.
• Graduate/Degree in Business Administration, HR, or related field.
• 2-5 years of experience in HR customer service or contact center.
• Lean certification (optional).
• Flexibility to work rotational shifts.

Work Schedule

This role operates on rotational shifts across regions. Working hours will vary depending on shift schedules, requiring adaptability to support operations seamlessly across Europe and the Americas.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.