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Senior Analyst

3 months ago

Gurgaon, Haryana, India JLL Full time
Senior Analyst - HR Direct, UK Career What this job involves: Having good knowledge of UK (EMEA) HR processes and benefits about leave and time offResolve Tier 1 queries and transactions related to core UK (EMEA) HR processesHands-on experience working on HR applications Workday, Service Now, Fusion, PeopleSoft, RamcoExcellent verbal and written communication skillsReviewing data in Workday about employee life cycle such as Promotion, Transfer, Contract extension, Title change, Probation & other job change transactionsDemonstrate high proficiency in HR processes and standard operating procedures with the ability to resolve complex queriesResolve Tier 1 queries and transactions related to core HR processesEscalating the burning issues at the right momentAbility to resolve employee complaints and requirements amicably and smoothly, following set processes, and protocols and utilizing knowledgebase articles to provide support.Ensuring quality responses to all queries and complaints; maintaining and adhering to quality standards as per laid down SOPsFollowing first time right approach in providing accurate resolution and reducing re-open casesMaintaining the first response time within defined SLAs for Email and Social Media ticketsCommunicate and distribute processes, policies, and other relevant documentation to employees needed to resolve the query/ issueAdhere to and demonstrate high proficiency in agreed KPIs, SLAs, and customer service standardsOwnership of deliverables in the absence of the Team LeadQuality Check on the Key/Critical HR transactions processed by the team as defined in the Quality FrameworkAssist with building and maintenance of a Knowledgebase for Case ManagementProvide continuous feedback to peers, Leads and HR partners about internal employee service trends and opportunities to improveOwnership of client calls with the AMER process partners regularly and ensures required documentationUpdate/Review SOPs and Process Maps of related HR processesEscalate complex queries to the appropriate owner (inside or outside of HR)Ability to challenge the status quo and implement process improvements to enhance the end user and HR partner experience Key Skills Demonstrating good understanding of core HR management practices, processes, procedures, and policiesGood written and verbal communication skillsPrevious experience in Workday HR environment preferred or similar HR ERP desirableKnowledge of Case Management tools is an added advantageKnowledge of UK Benefits and Leave PoliciesKnowledge of MS Office Suite skills (Word, Excel, Outlook)Highly Organised and Self-motivatedBachelor's degree in Human Resources or Personnel Management3-5 years of experience in HR Administration or client services role preferred Sound like you? In this role, your key responsibilities will include: Highly Organized and Self-motivatedAbility to work in a fast-paced environment with constant deadlinesExcellent Customer service skills using efficient processesProactive in achieving results and seeking improvementsHighly Employee and Customer-centric Strong teamwork interaction and orientation Attention to detail and ability to work towards tight deadlinesAbility to adapt and drive change to derive efficiencies/productivity Result-oriented with the ability to manage competing priorities and multiple stakeholders What we can do for you: At JLL, We make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.