We are looking for an HR Analyst – Employee Support Services to join our client's HR Operations team. In this role, you will serve as the first point of contact for employee inquiries and HR-related requests, ensuring a positive employee experience through timely, accurate, and professional support.
This position is ideal for candidates with experience in HR Operations, Shared Services, Employee Services, or Contact Center environments who enjoy helping employees and working in a fast-paced, process-driven setting.
Key Responsibilities
Employee Support
- Act as the first point of contact for employee inquiries via phone, email, and other support channels.
- Provide clear, professional, and customer-focused responses to employee questions.
- Follow established HR policies, procedures, and service guidelines.
Case Management & Escalation
- Resolve routine employee queries independently.
- Escalate complex cases to senior team members when required.
- Ensure all cases are properly documented and tracked.
HR Administration & Transactions
- Process HR transactions accurately and within agreed service levels.
- Support employee lifecycle activities, including:
- Onboarding and new hire support
- Employee data changes and movements
- Benefits administration
- Update HR systems and maintain accurate employee records.
Service Quality & Compliance
- Meet quality standards, productivity targets, and service level agreements (SLAs).
- Maintain strict confidentiality of employee information.
- Adhere to company policies regarding data privacy and information security.
Requirements
- Bachelor's Degree in Human Resources, Business Administration, Management, or related fields.
- 1–3 years of experience in HR Operations, Employee Services, Shared Services, Contact Center, Customer Service, or related roles.
- Experience handling customer or employee inquiries through phone and written communication.
- Familiarity with HR processes and employee lifecycle administration is an advantage.
- Strong attention to detail and ability to work under deadlines and service-level targets.
- Good problem-solving and organizational skills.
- Professional communication skills in both spoken and written English.
- Strong commitment to data confidentiality and compliance.
Preferred Background
- HR Operations Analyst
- HR Shared Services Analyst
- Employee Services Representative
- HR Administrator
- HR Service Desk Analyst
- Customer Service Representative with HR exposure
- Contact Center Agent supporting HR processes
If you are passionate about delivering excellent employee support and building a career in HR Operations, we would love to hear from you.
