HR Analyst

Roles and responsibilities

• Responsible for managing the digital customer experience, ensuring that all communications uphold the company's brand values and deliver a consistent and positive image. This includes crafting clear, concise, and professional communications across various digital channels, leveraging deep customer knowledge to offer personalized support, and maintaining comprehensive knowledge of HR products, policies, and processes.
• Always adhere to and meet the service levels whilst maintaining pace with quality discipline. The role involves conducting basic to complex analysis, promptly resolving most inquiries and transactional requests, and routing cases requiring escalation using the support tool (i.e., Self-Service portal and case management tool) and responsible for communicating resolutions to employees and performing courtesy calls during quiet periods to check customer details or seek additional information.
• Working in a highly data-sensitive environment, the People Advisor is responsible for protecting data privacy and adhering to confidentiality requirements to promote zero breaches of office security policy. The Advisor should ensure that data quality and accuracy are always met through the ‘Right First Time’ practice.
• Closely monitors WIP cases to ensure they do not exceed defined service levels and maximizes closure by ensuring 100% of ‘How-To’ & ‘Request-Information’ requests are closed within 48 hours. The Analyst is expected to maintain up-to-date knowledge on policies, procedures, and FAQs, and to share the gained knowledge and experience. They also contribute to building and updating the knowledge base with relevant information and solutions to facilitate faster issue resolution and improve the efficiency of future support interactions
• Jointly cultivates and contributes to a learning and knowledge-sharing culture through coaching, emails (Info Sharing), team meetings, or suggesting content to be updated in the FAQ list. The role involves fostering strong teamwork and good working relationships between team members and other People Services Teams to ensure smooth request management flow. Additionally, the Analyst demonstrates a proactive personal commitment to the adoption of new processes and working practices and continuously strives to gain customer satisfaction, minimize complaints, and share compliments received to encourage others in the team to deliver expected service standards.
  

Required Skills To Be Successful

• Ability to multitask, possess analytical and problem-solving skills and a consistent record of on time delivery
• Projects confidence and professionalism, attention to detail and excellent customer service skills.
• Displays flexibility in scheduling support when required and works within the dynamics of a group.
• Performs well under pressure and conveys a sense of urgency and drives issues to closure.
  

What Equips You For The Role

• Bachelor’s degree or equivalent in Business, Management (especially Human Resources/Customer Service/Psychology) or Technology
• 2-3 years’ experience as HR Generalist or in Customer Service Help Desk role, 1-2 years of experience in SAP HCM Module – PA, OM, Time Management & Payroll Mode
• Sound knowledge and working experience with Case Management tools and proficiency in MS Office
• Multi-tasking experience in a fast-paced environment, completing work with pace with quality discipline.

Desired candidate profile

. Data Collection and Analysis:

• Employee Data Management: Collect and maintain data related to recruitment, employee performance, turnover, benefits, compensation, and employee satisfaction.
• HR Metrics Tracking: Track and analyze HR metrics such as turnover rates, absenteeism, employee engagement, diversity, and performance reviews.
• Survey Analysis: Conduct surveys or assessments related to employee satisfaction, engagement, or other organizational issues. Analyze survey data to identify trends and areas for improvement.
• Reporting: Prepare regular reports on key HR metrics and trends to help inform decision-making by HR leaders and senior management.

2. Recruitment and Workforce Planning:

• Recruitment Analysis: Analyze data on recruitment activities, including the effectiveness of various sourcing channels, candidate pipelines, time-to-hire, and quality of hire.
• Workforce Trends: Identify trends in staffing needs, turnover, and labor market conditions to assist with workforce planning and strategic hiring decisions.
• Cost Analysis: Evaluate the cost-effectiveness of recruitment strategies and employee retention programs.

3. Compensation and Benefits Analysis:

• Salary Benchmarking: Conduct salary surveys and compensation analysis to ensure the organization is offering competitive compensation packages relative to the market.
• Benefits Utilization: Analyze data on employee participation in benefits programs (e.g., health insurance, retirement plans) and make recommendations for improving benefits offerings.
• Pay Equity: Monitor and analyze pay equity across gender, race, and other demographics to ensure fair compensation practices.

4. Employee Performance and Development:

• Performance Data Analysis: Analyze employee performance data to identify trends, such as high performers, underperformers, and areas that may require additional training or development.
• Training Needs Assessment: Assess training and development needs based on performance reviews, surveys, and employee feedback, and assist in recommending programs for employee development.
• Succession Planning: Analyze leadership and employee turnover data to help plan for talent development and succession.

5. Employee Engagement and Retention:

• Engagement Surveys: Help design and administer employee engagement surveys, analyze the results, and recommend strategies to improve engagement and job satisfaction.
• Retention Analysis: Track and analyze employee turnover rates, identify common reasons for turnover, and propose strategies to improve employee retention.
• Exit Interviews: Assist in conducting or analyzing exit interviews to identify trends in why employees leave and to improve retention strategies.

6. Compliance and Reporting:

• HR Compliance: Ensure HR practices align with relevant labor laws, regulations, and organizational policies. Track and report on compliance with legal requirements regarding hiring, wages, benefits, and employee rights.
• Audits: Conduct regular audits of HR records and data systems to ensure data accuracy and compliance with internal policies and external regulations.
• Diversity and Inclusion: Analyze diversity and inclusion data and assist in creating initiatives to improve diversity, equity, and inclusion within the organization.