Description

The HRdirect team is responsible for providing first-level resolution for employee and HR-related queries across HR policies, processes, and applications. The HCM Business Advisory Analyst will support employees, former employees, HR Advisors, and internal HR solutions teams by delivering timely, accurate, and customer-focused support through email, chat and telephone channels. The role requires strong knowledge of HR topics across APAC, UK, and US regions, along with the ability to work within defined SLA and quality standards.

What we’ll offer you

As part of our flexible scheme, here are just some of the benefits that you’ll enjoy

- Best in class leave policy
- Gender neutral parental leaves
- 100% reimbursement under childcare assistance benefit (gender neutral)
- Sponsorship for Industry relevant certifications and education
- Employee Assistance Program for you and your family members
- Comprehensive Hospitalization Insurance for you and your dependents
- Accident and Term life Insurance
- Complementary Health screening for 35 yrs. and above

Your key responsibilities

- Handle queries from employees, former employees, HR Advisors, and internal HR solutions teams on HR products, policies, and applications via email and telephone.
- Provide first-level resolution for queries across UK , US and APAC locations processes where applicable.
- Demonstrate good working knowledge of HR applications including Workday and Service Now
- Support policy-related queries, including Advantages, Payroll and Employee life cycle
- Ensure all queries are managed with a strong focus on accuracy, completeness, timeliness, and customer experience.
- Work within established SLA and quality standards, ensuring transactions and queries are completed accurately and escalated to the appropriate teams when required.
- Follow up on pending items and ensure ownership until closure.
- Maintain a professional,



service-oriented approach while handling customers and stakeholders.
- Remain logged in to Genesys phone lines and ensure availability for eight working hours, considering a one-hour break within the nine-hour login window.
- Contribute to process improvement opportunities and support initiatives that enhance service delivery and operational efficiency.

Your skills and experience

- Prior experience in query handling or transaction processing, preferably within a shared services environment.
- Exposure to HR domain areas such as onboarding, background screening, offboarding, benefits, data management, payroll, and employee lifecycle processes.
- Good email and telephone etiquette with the ability to communicate clearly and professionally.
- Willingness to work rotational shifts supporting UK/US business hours.
- Strong customer and service orientation with a clear focus on process adherence.
- Ability to follow process specifications across multiple transaction and query types.
- High sensitivity to accuracy, timeliness, completeness, and SLA-driven delivery.
- Ability to sustain accuracy while managing repetitive transactions and queries.
- Strong follow-through, ownership, and accountability for issue resolution and closure.
- Good client management, influencing, communication, and rapport-building skills.
- Good typing skills and working knowledge of Microsoft Excel for reporting and data analysis.
- Familiarity with Oracle People Soft, Service Now, and Workday.
- Ability to take initiative and contribute to continuous process improvement.

Proven ability to leverage AI tools to enhance productivity, optimise workflows to solve business problems, while applying critical judgment to ensure responsible and ethical use of data and AI outputs.

How we’ll support you

- Training and development to help you excel in your career
- Coaching and support from experts in your team
- A culture of continuous learning to aid progression
- A range of flexible benefits that you can tailor to suit your needs

📌 HCM Business Advisory Analyst, AS (India)
🏢 F335 Deutsche India Private Limited, Bangalore Branch
📍 India