Senior Specialist Support - HR Service Monitoring and Reporting

• Develop, maintain, and continuously improve HR Service Delivery metrics, KPIs, and dashboards to support service level monitoring and reporting.

• Monitor, review, and report SLA and KPI performance in alignment with defined frequency and governance protocols.

• Design and deploy standardized formats and frequencies for service monitoring dashboards, ensuring consistency and clarity in reporting.

• Ensure timely and accurate delivery of standard and ad hoc reports across all active and hypercare countries, meeting the specific requirements of delivery teams and stakeholders.

• Collaborate with HR Operations to maintain and update the reporting requirement list, ensuring alignment with evolving business needs.

• Introduce and automate employee experience dashboards, incorporating insights from surveys (calls AskHR) to track satisfaction and service trends.

• Analyze service delivery metrics to identify trends, gaps, and areas for continuous improvement, particularly during BAU and hypercare phases of country transformations.

• Drive the initiation and integration of new reporting capabilities for countries, CoEs, and domains such as Payroll, HRM, APAC, EMEA, and the US, based on delivery needs.

• Define and implement Workday and call metrics, integrating them into existing Tableau dashboards to enhance visibility and reporting capabilities (e.g., Q4 2025).

• Maintain the HR Operations Service Catalogue and Service Scorecard to support transparency and performance benchmarking.

• Provide comprehensive reporting support to the HR Operations HR Operations Support teams, including QA, and continuous improvement tracking.

• Leverage Service Management expertise in areas such as Incident Management, Problem Management, Preventative Maintenance, Service Continuity, Change Management, and Smart-Reporting related to service monitoring and reporting.

• Deploy and maintain interactive Tableau dashboards for HR data visualization, including enhancements to support QA, call metrics, and employee experience analytics.

• Demonstrate strong capabilities in reporting design, creation, configuration, and automation, driving efficiency and value-focused outcomes.

• Champion a data-driven, agile, and innovative approach to reporting, with a focus on automation, value creation, and proactive problem prevention.

• Demonstrate advanced Excel skills, including proficiency in macros and automation, to support reporting needs.

• Configure and customize reports by assigning pre-delivered fields, defining scope, reporting levels, frequency, and user access in a ticketing tool.

Requirements:

• Must Have: Person should be able to configure and create reports we want to generate by assigning pre-delivered reporting fields, and specifying their structure, scope, user authorization, periodicity, reporting levels, and so on. Experience of report configuration in a ticketing and reporting tool.
• Must Have: Person should have strong advanced excel skills and advanced excel skills (macro/ excel automation knowledge).
• Above mentioned 2 requirements are non-negotiable and must have, apply only if you are good as selection will include an excel and knowledge testing.
• Degree with focus on Human Resources or Business Administration
• Minimum 7-8 years experience in different HR functional areas ideally in HR generalist or HR operations or shared service reporting roles in a global environment.
• Passion for improvement to achieve higher quality, consistency, and reliability of HR service delivery through service monitoring and reporting.
• Experience with and a strong interest in HR ticketing and other data reporting / analytics tools
• Proficiency with Workday, ServiceNow or other cloud-based HR solutions
• Fluency in English reading and speaking is a must, other language.
  knowledge would be added advantage
• Ability to deal with ambiguity and to operate in a global decentralized environment where system and process are yet to be aligned.
• Ability to work effectively with multicultural and virtual teams.
• Strong problem-solving and critical-thinking skills.
• Excellent communication, collaboration, and influencing skills.
• Driven by values of data accuracy, agility, automation, and innovation.
• Project and change management skills; being able to manage improvement initiatives independently under minimum guidance.