Senior Analyst- HR Operations

The People & Culture Operations team at NAB India manages a diverse set of transactions ranging from Tier 1 colleague queries to managing colleague data on Workday.

The Tier1 Specialist serves as the first point of contact for employees seeking assistance with P&C related queries and issues. This role is responsible for delivering timely, accurate, and empathetic support while ensuring compliance with organizational policies and service-level agreements. Leveraging ServiceNow , the specialist will manage and resolve cases efficiently, maintain accurate records, and contribute to continuous improvement of HR processes through data insights and feedback.

Essential capabilities

• Strong knowledge of HR policies and procedures.
• Proficiency in ServiceNow HR Service Delivery modules.
• Excellent communication and problem-solving skills.
• Ability to work in a fast-paced, service-oriented environment.
• Exposure to systems like Workday, ADP
• Experience in driving automation and process simplification projects.
• Knowledge on maintenance of Knowledge articles on ServiceNow.
• Should be adept at writing and reviewing P&C Operations related SoPs

Requirements

• Graduation - Business/Human Resources (Preferred)
• 6-10 years of relevant experience
• Worked in a high volume/complex contact centre/operations environment
• Prior experience of working on HR Helpdesks
• Prior experience of working on ServiceNow

Key Accountabilities

• Serve as the primary contact for employee HR queries via Tier 1 helpdesk channels.
• Provide accurate and timely responses on HR policies, procedures, and systems.
• Utilize ServiceNow to manage, track, and resolve cases efficiently. Ensure compliance with data privacy and HR governance standards.
• Escalate complex or sensitive issues to Tier 2 or specialist teams promptly.
• Maintain high levels of customer satisfaction through proactive communication and empathy.
• Identify recurring issues and recommend process improvements.
• Support HR initiatives and contribute to knowledge base updates for self-service.