Senior Human Resource Analyst

Tata Communications Limited; Pune District; On-site; INR 320,000 - 520,000; Full time

Job summary

Tata Communications Limited is seeking an HR Operations professional in Pune who can support employee queries, manage HR case workflows, and maintain HR data across multiple systems.

The role focuses on delivering accurate resolutions, updating knowledge resources, and collaborating with SMEs and regional HR teams to enhance employee experience.

Responsibilities

• Address and resolve employee queries related to HR policies, processes, and procedures through calls, emails, and ticketing systems.
• Record, track, and manage employee inquiries and requests using case management tools.
• Perform accurate and timely data entry, updates, and corrections for HR transactions.
• Coordinate with SMEs, COEs, RHR, and BU HR to resolve employee requests.
• Ensure service levels and SLA compliance in handling employee requests.
• Update FAQs and knowledge base articles to keep HR documentation current.
• Identify opportunities to improve HR processes and support departmental projects.
• Maintain accurate employee data in HR systems and serve as initial point of contact.

Job description

Shift & Work Schedule

Work 5 days per week on a monthly rotational shift schedule. Monthly rotational shift. Must be willing and flexible to work (7:30 am to 11:30 pm)

Employee Support & Query Resolution

Address and resolve employee queries related to HR policies, processes, and procedures through calls, emails, and ticketing systems. Provide accurate, timely, and consistent resolutions while maintaining a high level of customer service. Utilize the HR knowledge base to ensure standardized and accurate responses.

Case Management

Record, track, and manage employee inquiries and requests using case management tools. Maintain accurate case documentation, communicate resolutions, and ensure timely closure. Take end-to-end ownership of assigned cases until resolution.

HR Transactions & Systems

Perform accurate and timely data entry, updates, and corrections for HR transactions. Research, navigate, and troubleshoot HR processes across multiple HR applications and systems. Prepare and issue HR-related documents based on employee and business requirements.

Stakeholder Coordination & Escalation

Coordinate with Subject Matter Experts (SMEs), Centers of Excellence (COEs), Regional HR (RHR), and Business Unit HR (BU HR) to resolve employee requests. Escalate complex or specialized cases to the appropriate teams when additional functional expertise is required. Ensure effective communication and timely follow-up with relevant stakeholders.

Performance & Service Delivery

Achieve established service, productivity, accuracy, and quality objectives. Ensure all employee requests are handled in accordance with defined SLAs and service standards.

Knowledge Management

Update and maintain FAQs, knowledge base articles, process documentation, solutions, and troubleshooting guides. Ensure HR support documentation remains accurate, relevant, and up to date.

Process Improvement & Projects

Participate in continuous process improvement initiatives to enhance operational efficiency and employee experience. Identify opportunities to improve existing HR processes and service delivery. Support and participate in key departmental projects and initiatives as assigned

HR Records Management:

Maintain accurate employee data and ensure timely updates in HR systems. Employee Experience & Coordination: Act as the first point of contact and coordinate with relevant HR teams for smooth, confidential, and employee-friendly resolution