Purpose of the Role:
The Senior Analyst, Human Resources oversees a team of P&C Coordinators to deliver high quality, centralized HR services across multiple global regions.
This role ensures smooth resolution of employee queries, upholds service quality standards, and drives operational excellence through continuous improvement. Partnering with P&C Business Partners, Centers of Expertise (COEs), and global stakeholders, the Lead delivers scalable HR solutions while fostering a positive and consistent employee experience.
The role requires extensive use of Oracle HRMS and ServiceNow ticketing tools to manage employee data, streamline case resolution, generate insights, and support efficient service delivery.
Job Responsibilities:
Team Leadership & Supervision
- Distribute workload, set priorities, and monitor performance against SLAs and quality standards.
- Responsible for the performance management process for P&C coordinators and improve performance through coaching, development, and structured reviews.
- Foster a collaborative, high-performing, and motivated team culture.
HR Operations & Service Delivery
case resolution across all brands and all global regions.
- Drive accountability for service excellence by monitoring query resolution, case closure, and escalation handling.
- Maintain and update team process documents and SOPs to ensure consistent service delivery, without impacting stakeholder-owned materials.
Continuous Improvement & Compliance
- Lead initiatives to standardize, streamline, and enhance HR processes, leveraging technology and innovation for efficiency.
- Ensure compliance with global/local policies, legal requirements, and audit standards through updated procedures and workflows.
- Champion best practices in data security, privacy, and risk management.
- Produce regular dashboards and reports, track KPIs, and use insights to drive continuous improvement.
Reporting & Metrics
- Produce daily, weekly, monthly, quarterly, and annual dashboards for leadership to monitor operational health, trends, and compliance.
- Track KPIs such as SLA adherence, case turnaround time, customer satisfaction, and error rates.
- Use data insights to recommend process improvements and enhance employee experience.
Stakeholder & Vendor Management
- Manage expectations, build trust, and provide proactive updates on service delivery performance.
- Collaborate with technology partners (IT/HRIS) and external vendors on escalations, integrations, or enhancements
Systems & Technology
- Leverage advanced HRMS platforms (Oracle) to maintain accurate employee records and
transactions.
- Utilize HR Service Delivery ticketing tools such as ServiceNow for efficient case management and reporting.
- Identify opportunities to enhance automation, workflow efficiency, and system utilization.
Minimum Requirements:
progressive team management
- Proven regional exposure in managing HR services across EMEA or APAC along with LATAM/NA
- Strong HRMS expertise (Oracle, Workday, SuccessFactors) with experience in HRSD tools (ServiceNow preferred)
- Demonstrated leadership skills in team management, conflict resolution, and maintaining service quality
- Strong analytical ability with advanced reporting and dashboard creation skills
- Excellent communication, stakeholder management, and sensitivity to employee concerns
Working Relationships:
The position directly manages P&C Coordinators, partners with Employees, Managers, P&C Business Partners, COEs, and Global HR teams, and interfaces with IT/HRIS teams and external vendors to support systems and service delivery.
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