Analyst – HR Operations EDM,

Baxter International Inc.; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Baxter International Inc. is seeking an Analyst in HR Operations EDM to manage Tier 1 inquiries, queue operations, and escalations.

You will support Workday transactions, ensure SLA compliance, and contribute to knowledge base improvements, documentation, and process optimization for a better employee experience. The role emphasizes data integrity, HR policies, and collaboration with HRBPs and Tier 2 teams to resolve complex concerns.

Qualifications

• 2–5 years of experience in HR customer service or contact center.
• Graduate in any discipline; related degree preferred (HR/BA).
• Proficiency with ticketing systems and queue management.
• Excellent English communication, both written and spoken.
• Willingness to work rotational shifts across regions.

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.
• Lead team huddles and share process updates.
• Process complex Workday transactions and manage escalations.
• Maintain end-to-end HR operations (onboarding, movements, exits).
• Support Workday data integrity, audits, and reporting.

Skills

English communication

Customer service

Escalation handling

HR policies

Ticketing systems

Coaching

Analytical mindset

Education

Bachelor's degree

HR/BA related degree

Tools

Workday

Job description

Your Role in the Transformation

As an Analyst in HR Operations EDM, 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.

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. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please let us know the nature of your request along with your contact information.

Recruitment Fraud Notice

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.