Job Title

Analyst

Business Unit

India Human Captial Management (HCM)

Service Delivery Model (SDM)

9 – Workforce Adminstration (WFA) & talent  ; 10 – Payroll; 11- Benefits

Org Level

B1

Scope

Summary

The Analyst is a Subject Matter Expert (SME) within the team and is responsible for processing and auditing transactions in a timely and accurate manner as per the client specific standard operating procedures. The Analyst is responsible for coaching / training of new hires, metrics / reporting and updating SOP’s. The Analyst works with the manager to identify issues, opportunities for improvement and recommends / implements solutions. The Analyst should be able to perform complex transactions and provide support to other colleagues in the team. This role may be leveraged across multiple client teams.

Responsibilities

·       Acquire process and system knowledge from domain expert (Internal/Client) & be process certified.

·       Participate in role related training programs.

·       Responsible for processing transactions of low to high complexity.

·       Responsible for processing transactions in a timely and accurate manner to ensure service delivery as per client contractual commitments and assigned targets.

·       Responsible for managing work allocation process in consultation with Management.

·       Provide prompt responses to queries from Internal or External stakeholders

·       Resolve process-related queries raised by colleagues

·       Perform quality audit, and provide timely task-related feedback to colleagues

·       Cascade process-related updates to colleagues

·       Identify, share, and support operational improvements & processing challenges.

·       Develop training content and facilitate process-related training

·       Responsible for resolving customer/client issues, including conducting research, analyzing trends, supporting preparation of RCA (Root Cause Analysis) and implementing action plan

·       Responsible for Review/Update Standard Operating Procedures (SOP’s)

·       Participate in knowledge transfer for transitioning work from client (internal and external)

·       Ensure timely and accurate service delivery as per client SLA’s and adherence to client contractual commitments

·       Actively participate in client (internal and external) /third party calls/ meetings

·       Perform functional testing activities as per business requirements  

·       Responsible for process-related reports

·       Responsible for Reporting technical and system related issues to the helpdesk, reviewing process level impact and executing mitigation plan.

·       Follow Data Privacy and Code of Conduct standards

·       Ensure compliance to Time Recording guidelines

·       Adherence to floor policies, team schedule and leave plans