Sr. Process Analyst (HR Contact Center)

International Business Machines Corporation; Bengaluru; Hybrid; INR 900,000 - 1,300,000; Full time

Job summary

IBM Consulting’s HR Contact Center team in Bengaluru handles employee HR queries across calls, emails, and chat, delivering high-quality service and maintaining employee experience.

The Senior Process Analyst role focuses on ownership of complex cases, stakeholder management, and driving process improvements within a 24/7 operation. Candidates should have MBA in HR and 3–5 years in HR operations in international IT/ITES contexts.

Qualifications

• MBA in Human Resources or related field.
• 3–5 years of HR contact center/HR operations experience in international IT/ITES.
• Experience handling employee HR queries via calls, chat, and email.

Responsibilities

• Respond to HR queries via inbound channels (calls, emails, chat).
• Provide guidance on HR policies, processes, lifecycle transactions, and benefits.
• Deliver exceptional service and maintain employee satisfaction.
• Educate employees on HR processes and self-service tools.
• Own and resolve complex inquiries; manage escalations.
• Identify risks, analyze issues, and drive corrective actions.
• Document interactions and maintain records in HR systems.
• Ensure adherence to SLA and productivity targets.
• Support global employees across regions/time zones.

Skills

HR contact center

Escalations management

Stakeholder management

Process improvement

Global teams support

Education

MBA in Human Resources

Tools

HR platforms

Case management

Ticketing tools

Job description

Introduction

A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of IBM Consulting, which accelerates digital transformation through agile methodologies, process mining, and AI-powered workflows.

Introduction

A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of IBM Consulting, which accelerates digital transformation through agile methodologies, process mining, and AI-powered workflows.

You will collaborate with clients across multiple industries to support their hybrid cloud and AI transformation journeys. Through IBM's strategic partner ecosystem and technology platforms, including IBM Software and Red Hat, you will help deliver measurable business outcomes and exceptional employee experiences.

At IBM Consulting, curiosity and continuous learning are key to success. You will be supported by mentors and leaders who encourage innovation, challenge conventional thinking, and foster professional growth. Our culture emphasizes collaboration, empathy, and continuous development while valuing the unique skills and perspectives every employee brings to the organization.

Your Role And Responsibilities

As a Senior Process Analyst - HR Contact Center, you will be responsible for managing employee HR-related queries through multiple channels, including calls, emails, and chat, while ensuring exceptional service delivery, operational excellence, and employee satisfaction.

The role requires advanced problem-solving capabilities, ownership of complex employee cases, stakeholder management, and support in driving process improvements. You will serve as a subject matter resource for the team and assist in maintaining service quality, compliance, and productivity standards.

This role offers an excellent opportunity to further develop expertise in HR Operations, HR Shared Services, Employee Experience, Service Delivery, and Operational Excellence. Candidates should be willing to work in a 24/7 service environment with rotational shifts, including night shifts, as required.

Key Responsibilities

• Respond to and resolve employee HR-related queries through inbound calls, emails, and chat.
• Provide accurate guidance on HR policies, processes, employee lifecycle transactions, and benefits administration.
• Deliver exceptional customer service and ensure a positive employee experience in every interaction.
• Educate employees on HR processes, policies, and self-service tools where applicable.
• Own and resolve complex employee inquiries and escalations while ensuring timely closure.
• Identify, investigate, analyse, and resolve process-related issues, recommending corrective and preventive actions where necessary.
• Monitor, manage, and update cases within HR systems and ticketing platforms, ensuring SLA adherence and timely resolution.
• Accurately document employee interactions and maintain records within HR systems and case management tools.
• Handle employee information with the highest level of confidentiality, integrity, and professionalism.
• Meet and exceed defined service levels, quality standards, productivity metrics, and operational targets.
• Collaborate closely with HR teams, business stakeholders, and support functions to resolve employee concerns effectively.
• Provide floor support, guidance, and coaching to team members on process-related queries and escalations.
• Identify process improvement opportunities and contribute to initiatives that enhance operational efficiency and employee satisfaction.
• Support quality, compliance, audit, and governance requirements within the HR Contact Center environment.
• Analyse recurring employee issues, identify trends, and recommend sustainable solutions.
• Support employees across different regions and time zones in accordance with established service standards.

Preferred Education

Master's Degree

Required Technical And Professional Expertise

• Graduate or Postgraduate degree (MBA in Human Resources preferred).
• 3-5 years of experience in HR Contact Center, HR Shared Services, HR Operations, or Employee Services within an international IT/ITES organization.
• Proven experience handling employee HR queries through inbound calls, chat, and email channels.
• Strong experience in managing escalations, complex employee cases, and stakeholder interactions.
• Experience working with HR service delivery platforms, case management systems, and ticketing tools.
• Demonstrated ability to proactively identify risks, prioritize workload, and drive resolution of employee concerns.
• Proven capability to influence outcomes, support process improvements, and contribute to operational excellence initiatives.
• Experience supporting global employees across multiple geographies and time zones.

Preferred Technical And Professional Experience

• Excellent verbal and written communication skills in English.
• Strong customer service and employee-centric mindset.
• Ability to communicate professionally and confidently across all organizational levels.
• Strong problem-solving, analytical, and decision-making skills.
• Ability to handle complex employee situations with professionalism and empathy.
• Strong stakeholder management and collaboration skills.
• Ability to coach, guide, and support team members when required.
• Proficiency in MS Office applications (Excel, Word, Outlook, and PowerPoint).
• Strong attention to detail and commitment to accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational, planning, and time-management skills.
• Demonstrated ability to analyse trends, identify root causes, and drive process improvements.
• Self-directed, proactive, and results-oriented approach to work.

Additional Information / Pre-Employment Requirements

• Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and employment will be subject to successful clearance.
• This role operates in a 24/7 service environment, and candidates should be willing to work rotational shifts, including night shifts as required.
• Flexibility to support global employees across multiple regions and time zones is essential.
• As a senior team member, candidates may be required to provide floor support, assist with knowledge sharing, and contribute to continuous improvement initiatives.