Date Posted:
2025-07-02
Country:
India
Location:
1st Flr, Wing B, North Gate Phase-II, Modern Asset, Sy.No.2/2, Venkatala Village, Yelahanka Hobli, Bangalore – 560064, Karnataka
Position Role Type:
Unspecified
SR Workflow Queue Analyst (P2)
The Service Center Workflow Senior Analyst (Queue Lead) is a senior role reporting into the Service Center Leader. This role will support all Business Units in Americas and will provide direct and indirect support to employees, managers, and HR professionals through a Shared Services Model. The Services Center Workflow Queue Lead will leverage their knowledge of case management systems, customer feedback, historical interaction data, trend data, policy and procedures, process improvement tools to meet or exceed defined goals and objectives. Utilizing strong analytical skills this role will produce insights and visual management presentations on a weekly, monthly, quarterly, and annual basis to assist senior management in workflow optimization and workload forecasting. This role will help to improve the operational efficiency of the Service Center by ensuring that workload is managed effectively. This role will include interpreting, researching, analyzing, resolving, routing, and escalating inquiries related to all requests and transactions in a timely manner, that come into the Service Center via various channels.
Key Responsibilities
- Improved consumer experience and satisfaction by driving the timely resolution of cases by applying triage and case routing best practices.
- Use business knowledge and judgement to determine prioritization of cases and escalation routing to expedite case resolutions.
- Analyze existing business workflow and identify opportunities for process improvements.
- Contribute to implementing process improvement initiatives, automation, and self-service capabilities to improve customer satisfaction and operational efficiency.
- Conduct trend analysis on large sets of data related to case volumes and categories (e.g. HR, Payroll, Technology, Benefits, etc.) to provide insights to Service Center and functional leaders.
- Identify and recommend enhancements to content for resources and articles to increase utilization and effectiveness of our knowledgebase.
- Prepare and deliver presentations that clearly convey opportunities to enhance customer experience and simplify our processes.
Required:
Experience/Qualifications
- Bachelor’s degree or equivalent work experience, preferably in HR.
- Over 4 years of relevant experience in customer service, call center, or HR-related roles.
- Experience with HR policies and procedures or other relevant Hr areas of expertise (i.e., Compensation, Benefits, Payroll, Talent Management, Recruiting, etc.)
- Advanced knowledge of Case Management systems (Preferred ServiceNow)
- Superior customer service orientation with excellent problem-solving skills
- Ability to interact and partner with senior management.
- Ability to leverage insights and utilize good judgment skills, specifically for escalations and case resolutions.
- Strong organizational skills and documenting ability with meticulous attention to details.
- Excellent verbal and written communication skills, able to engage effectively with all levels of the organization.
- Proficient in MS Office applications.
- Proven Ability to work with highly sensitive and confidential material and possess good business judgment and ethics.
Required qualification:
- Bachelor’s degree or equivalent work experience, preferably in HR.
- 4+ years of relevant experience in customer service, call center or HR related role
- Excellent communication skills.
- Fluency in English (written and spoken)
Title: Senior Analyst, HR OperationsJob code: HRMHROP2FUNCTION AND DISCIPLINEFunction: Human ResourcesDiscipline: HR OperationsFunction description: Develops, implements and manageshuman resource programs and policies to best achieve theorganization’s objectives. Plans for and anticipates short- andlong-term human resource needs, following current trends.Ensures current employees have skills necessary fordevelopment and future organizational requirements.Oversees implementation of human resource policies
Including Administration Of Compensation And Benefits
programs, management of workforce diversity andmaintenance of human resources information systems.Discipline description: Drive the execution and continuousimprovement of centralized processes and HR transactionalsupport. Develop and document standard processes, managekey HR systems, and implement solutions to advance theefficiency and effectiveness of HR service delivery in line withcurrent regulations, business controls and established servicelevel agreements. Perform data analysis, collaborate with HRto ensure accurate and timely execution for HR processes,identify areas of opportunity, and troubleshoot issues.Partner with external vendors as needed to ensure effectiveemployee and business support.JOB LEVELJob level: P2
Job Level Description
- Established and productive professional contributor.
- Has theoretical to advanced knowledge of work area.
- Problems faced are difficult and may be complex.
- Works autonomously with limited supervision.
- Influences others within the work area through
explanation of facts, policies and practices.
PURPOSEA customer focused, pro-active, energetic and collaborativerole within the Human Resource Operations shared servicefunction. The HR Ops team will function across the businessand will provide support to employees, managers, and HRprofessionals. In this exciting role, you will research, analyzeand respond to simple to complex HR inquiries. Including:candidate reimbursement, onboarding, managing invoicesand handling letters of employment for Visa’s andImmigration. Additionally, merit and bonus cycles, salarysurvey participation, annual benefit enrollment and providedata for any grading or job evaluation requested by thebusiness.RESPONSIBILITY STATEMENTS
- Provide a consistent, timely, accurate and customer-focused
HR administration service to key stakeholders and
customers, contributing to the HR Ops overall vision andstrategy.
- Support the processing of organizational HR information
utilizing various HR systems.
- Validate and audit data to ensure data integrity.
- Serve as an employee and customer advocate who
specializes in creating a culture focused on exceptional
customer service.
- Interpret and ensure compliance to simple and complex
policies and procedures.
- Foster, develop and maintain strong internal and external
relationships with key vendors.
- Utilize multiple online systems to research, analyze,
troubleshoot issues, complete requests and help resolve
employee, manager and HR needs.
- Utilize the case management system to document and
escalate inquiries.
- Educate employees on HR services and encourage use of
self-service tools.
- Identify opportunities for enhancements, automation and
continued self-service.
- Be a subject matter expert for all relevant services,
processes and policies.
- Work collaboratively with all areas to ensure targets are
met and/or exceeded and company initiatives are
supported.
- Responsible for achieving internally-set quality standards
and identified goals and metrics.
- Create content or knowledge articles and training tools to
include in the external/internal knowledge base and
continually share with team and clients.
- Support the onboarding process for the business.
- Special Projects and any other duties assigned by the
manager.
S
RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.
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