Sr Analyst, Human Resources

The PC Lead, Human Resources oversees a team of PC Coordinators to deliver high-quality, centralized HR services across multiple global regions. This role ensures smooth resolution of employee queries, upholds service quality standards, and drives operational excellence through continuous improvement. Partnering with PC Business Partners, Centers of Expertise (COEs), and global stakeholders, the Lead delivers scalable HR solutions while fostering a positive and consistent employee experience. The role requires extensive use of Oracle HRMS and ServiceNow ticketing tools to manage employee data, streamline case resolution, generate insights, and support efficient service delivery.

Minimum Requirements:
- 8-12 years of HR Operations/HR Shared Services experience, including progressive team management experience
- Proven regional exposure in managing HR services across EMEA and NA/LATAM. Any experience on managing APAC markets would be an added advantage.
- Strong HRMS expertise (Oracle, Workday, SuccessFactors) with experience in HRSD tools (ServiceNow preferred)
- Demonstrated leadership skills in team management, conflict resolution, and maintaining service quality
- Strong analytical ability with advanced reporting and dashboard creation skills
- Excellent communication, stakeholder management, and sensitivity to employee concerns

Job Responsibilities:

Team Leadership Supervision
- Lead and manage a team of PC Coordinators to ensure effective HR service delivery.
- Distribute workload, set priorities, and monitor performance against SLAs and quality standards.
- Foster a collaborative, high-performing, and motivated team culture.

HR Operations Service Delivery
- Drive accountability for service excellence by monitoring query resolution, case closure, and escalation handling.
- Maintain and update team process documents and SOPs to ensure consistent service delivery, without impacting stakeholder-owned materials.
Continuous Improvement Compliance
- Ensure compliance with global/local policies, legal requirements, and audit standards through updated procedures and workflows.
- Champion best practices in data security, privacy, and risk management.
- Produce regular dashboards and reports, track KPIs, and use insights to drive continuous improvement.
Reporting Metrics
- Produce daily, weekly, monthly, quarterly, and annual dashboards for leadership to monitor operational health, trends, and compliance.
- Track KPIs such as SLA adherence, case turnaround time, customer satisfaction, and error rates.
- Use data insights to recommend process improvements and enhance employee experience.
Stakeholder Vendor Management
- Managing escalations and exceptions for PC team
- Manage expectations, build trust, and provide proactive updates on service delivery performance.
Systems Technology
- Leverage advanced HRMS platforms (Oracle) to maintain accurate employee records and transactions.
- Utilize HR Service Delivery ticketing tools such as ServiceNow for efficient case management and reporting.
- Identify areas of improvement at team level