Job Description

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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