Senior Analyst- HR Operations

2 weeks ago

Gurgaon, Haryana, India NAB Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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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