Analyst, HR Operations

4103 BAXTER INOV & BUS SOL PRVT LTD; Gurugram District; Remote; INR 600,000 - 900,000; Full time

Job summary

Baxter is seeking an Analyst in HR Operations EDM to handle Tier 1 inquiries, manage queues, and escalate as needed. You will ensure SLA adherence, support Workday transactions, and safeguard data integrity while contributing to process improvements and documentation.

This role places you at the heart of Baxter’s transformation, strengthening service delivery and the employee experience globally. The position requires strong English communication, customer service experience, and knowledge of HR

Qualifications

• Graduate in any discipline.
• Degree in Business Administration, HR, or related field.
• 2–5 years of experience in HR customer service or contact center.
• Lean certification (optional).
• Flexibility to work rotational shifts.

Responsibilities

• Handle escalated Tier 1 inquiries requiring deeper investigation.
• Monitor queue performance and ensure SLA compliance.
• Coach and mentor junior analysts on customer service best practices.
• Identify trends in employee inquiries and update the knowledge base.
• Collaborate with HRBPs and Tier 2 teams to resolve complex employee concerns.
• Support quality assurance by reviewing call/chat interactions.
• Contribute to FAQ and knowledge article development.
• Lead team huddles and share process updates.
• Process complex Workday transactions and manage escalations.
• Manage end‑to‑end HR operations (onboarding, movements, exits).
• Support Workday data integrity, audits, and reporting.
• Create and maintain employee documentation and records.
• Support system enhancements, UAT, and automation initiatives.
• Maintain and update SOPs and knowledge articles.
• Provide input on decision‑making and process improvement ideas.
• Liaise with HRBPs and onshore partners on complex cases.

Skills

English fluency

Ticketing systems

Coaching

Data analysis

Customer service

Escalation handling

HR knowledge

Communication skills

Education

Graduate degree

Business/HR background

Tools

Lean certification

Job description

This is where your work makes a difference. At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job—you will find purpose and pride. The future of HR Operations is being redefined at Baxter. Across the company, HR is unlocking new ways to deliver value — not just through processes, but through experiences that empower people and build confidence. This is a moment of transformation, and HR Operations is at the center of it. We are shaping a world‑class HR Operations organization that blends scale, precision, and innovation. By harnessing technology and process excellence, we are creating solutions that strengthen compliance, accelerate change, and elevate the employee journey. Joining Baxter means stepping into a role where your expertise will directly support employees worldwide and help define what great looks like.

Your Role in the Transformation

As an Analyst in HR Operations EDM (Employee Data Management), you will handle complex Tier 1 inquiries, manage queue operations, and serve as an escalation point for junior analysts. You’ll ensure SLA compliance, support Workday transactions, and safeguard data integrity while contributing to process improvement and documentation. This role places you at the heart of Baxter’s transformation, where your expertise strengthens service delivery, builds trust, and enhances the employee experience.

What You’ll Drive and Deliver

• Handle escalated Tier 1 inquiries requiring deeper investigation.
• Monitor queue performance and ensure SLA compliance.
• Coach and mentor junior analysts on customer service best practices.
• Identify trends in employee inquiries and recommend updates to the knowledge base.
• Collaborate with HRBPs and Tier 2 teams to resolve complex employee concerns.
• Support quality assurance by reviewing call/chat interactions.
• Contribute to FAQ and knowledge article development.
• Lead team huddles and share process updates.
• Process complex Workday transactions and manage escalations.
• Manage end‑to‑end HR operations (onboarding, movements, exits).
• Support Workday data integrity, audits, and reporting.
• Create and maintain employee documentation and records.
• Support system enhancements, UAT, and automation initiatives.
• Maintain and update SOPs and knowledge articles.
• Provide input on decision‑making and process improvement ideas.
• Liaise with HRBPs and onshore partners on complex cases.

What You’ll Bring

• Excellent English verbal and written communication skills.
• Proven customer service experience with issue resolution track record.
• Experience handling escalations and difficult conversations.
• Strong knowledge of HR policies and employee lifecycle.
• Proficiency with ticketing systems and queue management.
• Coaching and mentoring abilities.
• Analytical mindset to identify inquiry trends.

Your Background

• Graduate in any discipline.
• Graduate/Degree in Business Administration, HR, or related field.
• 2–5 years of experience in HR customer service or contact center.
• Lean certification (optional).
• Flexibility to work rotational shifts.

Work Schedule

This role operates on rotational shifts across regions. Working hours will vary depending on shift schedules, requiring adaptability to support operations seamlessly across Europe and the Americas. At Baxter, this role is more than a position in HR Operations — it is a chance to be part of Baxter’s global transformation. As we redefine how HR delivers value, your expertise will support processes, strengthen compliance, and elevate employee experience across regions. The work you do here will not only drive operational excellence but also set new benchmarks for what great looks like in HR. At Baxter, you will grow, contribute, and leave a lasting mark on the future of our people and our business.

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally.

No matter your role at Baxter, your talent, skills, and time has a direct impact on people's lives. Since 1931, we have been at the forefront of innovation by bringing smarter, more personalized care to patients around the world. Now, we're more determined than ever to make a lasting impact as we are redefining healthcare delivery across the care journey. Our Mission to Save and Sustain Lives motivates us as we create a culture in which each of us can succeed. This is where you belong.