Senior Analyst – HR Shared Services

METRO Global Solution Center IN; Maharashtra; On-site; INR 800,000 - 1,200,000; Full time

Job summary

An international wholesaler is seeking an experienced HR Subject Matter Expert to oversee HR operations and quality audits. This role requires a graduate or postgraduate degree and 5-7 years of experience in HR shared services. The candidate will be responsible for maintaining SOPs, resolving escalations, and supporting continuous improvement. Proficiency in SAP or Oracle Fusion is preferred. The position is located in Pune, Maharashtra and requires strong communication and interpersonal skills.

Qualifications

• 5-7 years of experience in HR shared services or a similar environment.
• Experience in a front-facing customer service role is desirable.
• Flexible to work in multiple shifts.

Responsibilities

• Act as a Subject Matter Expert (SME) for HR operations.
• Conduct quality audits on HR transactions and processes.
• Lead investigations and resolutions for escalations.
• Maintain and update Standard Operating Procedures (SOPs).
• Collaborate to analyze audit trends and support improvements.
• Support continuous improvement initiatives in HR operations.
• Create quality and escalation reports for leadership.
• Coach junior team members to promote service excellence.
• Manage ad-hoc projects and compliance checks.

Skills

Expertise in HR operations

Compliance and audit skills

Proficiency in SAP or Oracle Fusion

Lean/Six Sigma familiarity

IT skills (MS Word, Excel, Outlook)

Fluent English communication

Organizational abilities

Customer service experience

Interpersonal skills

Education

Graduate or Postgraduate degree

Tools

SAP

Oracle Fusion

Job description

Overview

Metro Global Solution Center (MGSC) is internal solution partner for METRO, a €31.6 Billion international wholesaler with operations in more than 30 countries. The store network comprises a total of 623 stores in 21 countries, of which 522 offer out-of-store delivery (OOS), and 94 dedicated depots. In 12 countries, METRO runs only the delivery business by its delivery companies (Food Service Distribution, FSD). HoReCa and Traders are core customer groups of METRO. The HoReCa section includes hotels, restaurants, catering companies as well as bars, cafés and canteen operators. The Traders section includes small grocery stores and kiosks. The majority of all customer groups are small and medium-sized enterprises as well as sole traders. METRO helps them manage their business challenges more effectively. MGSC, location wise is present in Pune (India), Düsseldorf (Germany) and Szczecin (Poland). We provide HR, Finance, IT, Strategy, Branding & Business operations support to 31 countries, speak 24+ languages and process over 18,000 transactions a day. We are setting tomorrow’s standards for customer focus, digital solutions, and sustainable business models. For over 10 years, we have been providing services and solutions from our two locations in Pune and Szczecin. This has allowed us to gain extensive experience in how we can best serve our internal customers with high quality and passion. We believe that we can add value, drive efficiency, and satisfy our customers.

Responsibilities

• Act as a Subject Matter Expert (SME) for HR operations, providing expert guidance on end-to-end HR processes (Hire to Retire) and ensuring adherence to defined service standards
• Conduct quality audits on transactions and cases processed by the HR team, identify process gaps or compliance issues, and drive corrective and preventive actions
• Lead the investigation and resolution of escalations from employees, managers, and HR stakeholders, ensuring timely, accurate, and empathetic responses aligned with policy and service expectations
• Take ownership of maintaining and updating Standard Operating Procedures (SOPs) for HR processes, ensuring documentation reflects the latest changes in policy, system, or compliance requirements
• Collaborate with Team Leads to analyze audit trends, identify recurring issues, and support training or process improvement efforts as needed
• Liaise with Centers of Excellence (COEs), HR Business Partners, and Technology teams to resolve complex issues and align on process enhancements
• Support the delivery of continuous improvement initiatives by identifying automation, standardization, or efficiency opportunities within HR operations
• Create and share periodic quality and escalation reports, highlighting key metrics, trends, and risk areas for leadership visibility
• Provide coaching and support to junior team members, promoting a culture of quality, accountability, and service excellence
• Assist in managing ad-hoc projects, audits, and compliance checks related to HR Shared Services operations

Desired Skills And Experience

• Experience, preferably in a HR Shared Services function supporting European Union
• Proven experience as a Subject Matter Expert (SME) or Quality Auditor within HR Shared Services, with a strong focus on compliance, accuracy, and service excellence
• Preference will be given to candidates with experience and knowledge on HRMS Platforms like SAP and/or Oracle Fusion
• Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies
• Good IT skills, particularly MS Word, Excel, Outlook
• Fluent English - excellent verbal and written communication skills
• Strong administrative and organizational abilities, with the capability to manage a complex and varied workload efficiently
• Previous experience in a front facing customer service role and/or project experience is desirable
• Should be flexible to work in multiple shifts
• Strong interpersonal skills, can build effective relationships with internal and external stakeholders at all levels

Qualifications

• Graduate or Postgraduate with 5 - 7 years of experience in HR shared services or similar environment