Introduction

A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of IBM Consulting, which accelerates digital transformation through agile methodologies, process mining, and AI-powered workflows.

You will collaborate with clients across multiple industries to support their hybrid cloud and AI transformation journeys. Through IBM's strategic partner ecosystem and technology platforms, including IBM Software and Red Hat, you will help deliver measurable business outcomes and exceptional employee experiences.

At IBM Consulting, curiosity and continuous learning are key to success. You will be supported by mentors and leaders who encourage innovation, challenge conventional thinking, and foster professional growth. Our culture emphasizes collaboration, empathy, and continuous development while valuing the unique skills and perspectives every employee brings to the organization.

Your Role And Responsibilities

Your Role and Responsibilities:

As a Senior Process Analyst – HR Contact Center, you will be responsible for managing employee HR-related queries through multiple channels, including calls, emails, and chat, while ensuring exceptional service delivery, operational excellence, and employee satisfaction.

The role requires advanced problem-solving capabilities, ownership of complex employee cases, stakeholder management, and support in driving process improvements. You will serve as a subject matter resource for the team and assist in maintaining service quality, compliance, and productivity standards.

This role offers an excellent opportunity to further develop expertise in HR Operations, HR Shared Services, Employee Experience, Service Delivery, and Operational Excellence. Candidates should be willing to work in a 24/7 service environment with rotational shifts, including night shifts, as required.

Key Responsibilities

Respond to and resolve employee HR-related queries through inbound calls, emails, and chat.
Provide accurate guidance on HR policies, processes, employee lifecycle transactions, and benefits administration.
Deliver exceptional customer service and ensure a positive employee experience in every interaction.
Educate employees on HR processes, policies, and self-service tools where applicable.
Own and resolve complex employee inquiries and escalations while ensuring timely closure.
Identify, investigate, analyse, and resolve process-related issues, recommending corrective and preventive actions where necessary.
Monitor, manage, and update cases within HR systems and ticketing platforms, ensuring SLA adherence and timely resolution.
Accurately document employee interactions and maintain records within HR systems and case management tools.
Handle employee information with the highest level of confidentiality, integrity, and professionalism.
Meet and exceed defined service levels, quality standards, productivity metrics, and operational targets.
Collaborate closely with HR teams, business stakeholders, and support functions to resolve employee concerns effectively.
Provide floor support, guidance, and coaching to team members on process-related queries and escalations.
Identify process improvement opportunities and contribute to initiatives that enhance operational efficiency and employee satisfaction.
Support quality, compliance, audit, and governance requirements within the HR Contact Center environment.
Analyse recurring employee issues, identify trends, and recommend sustainable solutions.
Support employees across different regions and time zones in accordance with established service standards.

Preferred Education

Master's Degree

Required Technical And Professional Expertise

Graduate or Postgraduate degree (MBA in Human Resources preferred).
3–5 years of experience in HR Contact Center, HR Shared Services, HR Operations, or Employee Services within an international IT/ITES organization.
Proven experience handling employee HR queries through inbound calls, chat, and email channels.
Strong experience in managing escalations, complex employee cases, and stakeholder interactions.
Experience working with HR service delivery platforms, case management systems, and ticketing tools.
Demonstrated ability to proactively identify risks, prioritize workload, and drive resolution of employee concerns.
Proven capability to influence outcomes, support process improvements, and contribute to operational excellence initiatives.
Experience supporting global employees across multiple geographies and time zones.

Preferred Technical And Professional Experience

Excellent verbal and written communication skills in English.
Strong customer service and employee-centric mindset.
Ability to communicate professionally and confidently across all organizational levels.
Strong problem-solving, analytical, and decision-making skills.
Ability to handle complex employee situations with professionalism and empathy.
Strong stakeholder management and collaboration skills.
Ability to coach, guide, and support team members when required.
Proficiency in MS Office applications (Excel, Word, Outlook, and PowerPoint).
Strong attention to detail and commitment to accuracy.
Ability to manage multiple priorities in a fast-paced environment.
Strong organizational, planning, and time-management skills.
Demonstrated ability to analyse trends, identify root causes, and drive process improvements.
Self-directed, proactive, and results-oriented approach to work.

Additional Information / Pre-Employment Requirements

Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and employment will be subject to successful clearance.
This role operates in a 24/7 service environment, and candidates should be willing to work rotational shifts, including night shifts, as required.
Flexibility to support global employees across multiple regions and time zones is essential.
As a senior team member, candidates may be required to provide floor support, assist with knowledge sharing, and contribute to continuous improvement initiatives.

Sr. Process Analyst(HR Contact Center)