Analyst

Job content

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
  
  

Roles & Responsibilities

Competencies

Passion For Results

• Be committed to perform the job to the highest possible standard
• Display drive to achieve results in the face of hurdles
  
  

Client Centricity

• Ask questions and show keenness to understand client perspective
• Meet timelines with minimal or no escalation
• Demonstrate responsiveness to client needs and requests, and understand the customer’s needs and provide acceptable solutions by bringing contextual nuances in deliverables
  
  

Effective Communication

• Listen intently and ask questions to clarify understanding
• Understand given data and structure further communication based on the understanding
• Considers the stakeholder’s perspectives & interests in building solutions to the problem/ scenario.
  
  

Collaborative Working

• Work well with colleagues from different parts of the organization.
• Make changes in own way of working for the benefit of the client, organization and other relevant stakeholders.
  
  

Problem Solving & Decision Making

• Seek and analyze data and information pertaining to the issue at hand
• Breaks down issues to logical parts; Actively investigates and discusses it
• Display a sense of urgency in accomplishing goals and takes actions to ensure results.
  
  

Learning Agility

• Demonstrate eagerness to learn on the job
• Apply learned concepts and skills on the job with a fair degree of independence
• Records learning and insights from formal and informal events for self-learning
• Seek necessary help to deliver results in new and ambiguous situations
  
  

Execution Excellence

• Clearly understand work expectations & prioritize critical activities
• Anticipates operational issues and prepares accordingly
• Recognize the need to modify processes to achieve process efficiency
  
  

Education & Skills

• Bachelor’s Degree (preferably Commerce/Accounting)
• Minimum 18-24 months of relevant work experience
• Good written & verbal (English) communication skills
• Working knowledge of computer applications including Excel & Word
  
  

Work Conditions

• Flexibility to work 24*7 shift timings
• Occasional extended work hours to meet business needs
• Mobility across client teams
• Willingness to sign a service agreement before every overseas travel / assignment / training
  
  

Potential Growth Opportunities

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Senior Analyst