Analyst- HR Operations

National Australia Bank Ltd.; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

flexible working arrangements such as

hybrid working and job sharing

competitive financial and lifestyle

world class development programs (Dist

Distinctive Leadership and Career

Job summary

NAB India in Bengaluru is seeking an Analyst- HR Operations to serve as the first point of contact for employee HR queries, using ServiceNow HR Service Delivery to resolve cases efficiently in a high-volume, fast-paced environment.

You will work with HR teams to provide accurate guidance on policies and processes, while contributing to knowledge articles, SOP maintenance, and HR automation initiatives. This permanent role offers growth within NAB's India operations.

Qualifications

• Worked in a high volume/complex contact centre/operations environment.
• Prior experience of working on HR Helpdesks.
• Prior experience of working on ServiceNow.
• Strong awareness of query audit framework and SoP creation process.

Responsibilities

• Serve as the primary contact for employee HR queries via Tier 1 helpdesk channels.
• Creating SoPs for P&C Ops.
• Evaluating colleague responses basis predefined query evaluation framework.
• 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.

Skills

HR policies

ServiceNow

Communication

Problem solving

Workday

ADP

Automation

Knowledge articles

SoPs

P&C Ops

Education

Graduation - Business/Human Resources (Preferred)

Tools

ServiceNow

Workday

ADP

Job description

Job Title

Analyst- HR Operations

Work Type

Permanent

Location

Embassy Park - Bengaluru

About the role

It’s more than a career at NAB. It’s about more meaningful work, more global opportunities and more innovation beyond boundaries .

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career.

NAB has established NAB Innovation Centre India as a centre for operations and technology excellence to support NAB deliver faster, better, and more personalized experience to customers and colleagues.

At NAB India, we’re ramping-up and growing at a very fast pace. Our passionate leaders recruit and develop high performing people, empowering them to deliver exceptional outcomes to make a positive difference in the lives of our customers and our communities.

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
• 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

Experience

• Worked in a high volume/complex contact centre/operations environment
• Prior experience of working on HR Helpdesks
• Prior experience of working on ServiceNow
• Strong awareness of query audit framework and SoP creation process

Qualification Requirements

• Graduation - Business/Human Resources (Preferred)
• 6-10 years of relevant experience

Key Accountabilities

• Serve as the primary contact for employee HR queries via Tier 1 helpdesk channels.

Creating SoPs for P&C Ops

• Evaluating colleague responses basis predefined query evaluation framework.
• 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.

A diverse and inclusive workplace works better for everyone:

Our goal is to foster a culture that fills us with pride, rooted in trust and respect. NAB is committed to creating a positive and supportive environment where everyone is encouraged to embrace their true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be.

More focus on you:

We’re committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities

Benefits & Perks

• flexible working arrangements such as hybrid working and job sharing
• competitive financial and lifestyle benefits
• world class development programs (Distinctive Leadership and Career Qualified in Banking)

Join NAB India

This is your chance to join NAB India and along with your experience and expertise to help shape an innovation driven organisation that focuses on making a positive impact in the lives of its customers, colleagues and communities