Senior Analyst- HR Operations

2 weeks ago

haryana, India NAB Full time

The People & Culture Operations team at NAB India manages a diverse set of transactions ranging from Tier 1 colleague queries to managing colleague data on Workday. The Tier1 Specialist serves as the first point of contact for employees seeking assistance with P&C related queries and issues. This role is responsible for delivering timely, accurate, and empathetic support while ensuring compliance with organizational policies and service-level agreements. Leveraging ServiceNow , the specialist will manage and resolve cases efficiently, maintain accurate records, and contribute to continuous improvement of HR processes through data insights and feedback. Essential capabilities Strong knowledge of HR policies and procedures. Proficiency in ServiceNow HR Service Delivery modules. Excellent communication and problem-solving skills. Ability to work in a fast-paced, service-oriented environment. Exposure to systems like Workday, ADP Experience in driving automation and process simplification projects. Knowledge on maintenance of Knowledge articles on ServiceNow. Should be adept at writing and reviewing P&C Operations related SoPs Requirements Graduation - Business/Human Resources (Preferred) 6-10 years of relevant experience Worked in a high volume/complex contact centre/operations environment Prior experience of working on HR Helpdesks Prior experience of working on ServiceNow Key Accountabilities Serve as the primary contact for employee HR queries via Tier 1 helpdesk channels. Provide accurate and timely responses on HR policies, procedures, and systems. Utilize ServiceNow to manage, track, and resolve cases efficiently. Ensure compliance with data privacy and HR governance standards. Escalate complex or sensitive issues to Tier 2 or specialist teams promptly. Maintain high levels of customer satisfaction through proactive communication and empathy. Identify recurring issues and recommend process improvements. Support HR initiatives and contribute to knowledge base updates for self-service.

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