Senior Analyst – HR Shared Services

Metro Global Solution Center (MGSC)

• Act as a

  Subject Matter Expert (SME)

  for HR operations, providing expert guidance on end-to-end HR processes (Hire to Retire) and ensuring adherence to defined service standards

• Conduct quality audits

  on transactions and cases processed by the HR team, identify process gaps or compliance issues, and drive corrective and preventive actions
• Lead the

  investigation and resolution of escalations

  from employees, managers, and HR stakeholders, ensuring timely, accurate, and empathetic responses aligned with policy and service expectations
• Take ownership of maintaining and updating

  Standard Operating Procedures (SOPs)

  for HR processes, ensuring documentation reflects the latest changes in policy, system, or compliance requirements
• Collaborate with Team Leads to

  analyze audit trends

  , identify recurring issues, and support training or process improvement efforts as needed.
• Liaise with Centers of Excellence (COEs), HR Business Partners, and Technology teams to resolve complex issues and align on process enhancements.
• Support the delivery of

  continuous improvement initiatives

  by identifying automation, standardization, or efficiency opportunities within HR operations.
• Create and share periodic

  quality and escalation reports

  , highlighting key metrics, trends, and risk areas for leadership visibility.
• Provide

  coaching and support to junior team members

  , promoting a culture of quality, accountability, and service excellence.
• Assist in managing

  ad-hoc projects

  , audits, and compliance checks related to HR Shared Services operations.

Here are the desired Skills and Experience…

• Experience, preferably in a HR Shared Services function supporting European Union
• Proven experience as a

  Subject Matter Expert (SME)

  or

  Quality Auditor

  within HR Shared Services, with a strong focus on compliance, accuracy, and service excellence
• Preference will be given to candidates with experience and knowledge on HRMS Platforms like SAP and/or Oracle Fusion
• Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies
• Good IT skills, particularly MS Word, Excel, Outlook
• Fluent English - excellent verbal and written communication skills
• Strong administrative and organizational abilities, with the capability to manage a complex and varied workload efficiently
• Previous experience in a front facing customer service role and/or project experience is desirable
• Should be flexible to work in multiple shifts
• Strong interpersonal skills, can build effective relationships with internal and external stakeholders at all levels
  

Qualifications

• Graduate or Postgraduate with 5 - 7 years of experience in HR shared services or similar environment