Sr. Process Analyst(HR Contact Center)

IBM; Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Job summary

IBM Consulting seeks a Senior Process Analyst – HR Contact Center to manage employee HR queries via calls, emails, and chat, ensuring exceptional service, and driving process improvements across regions.

You will handle complex cases, document interactions, and maintain SLA adherence in a 24/7 environment, collaborating with HR teams and stakeholders globally.

Qualifications

• 3–5 years of experience in HR Contact Center, HR Shared Services, HR Operations, or Employee Services within an international IT/ITES organization.
• Experience handling employee HR queries through inbound calls, chat, and email channels.
• Experience managing escalations, complex employee cases, and stakeholder interactions.

Responsibilities

• Manage employee HR-related queries through multiple channels with high service quality.
• Provide guidance on HR policies, processes, lifecycle transactions, and benefits.
• Own and resolve complex inquiries and escalations, ensuring timely closure and documentation.

Skills

HR queries handling

Escalation management

Stakeholder management

Process improvement

Analytical thinking

Education

Bachelor's Degree

Master's Degree (preferred)

Tools

MS Office Suite

Job description

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

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.

Required education

Bachelor's Degree

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.

Years of Experience:3-5

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For additional information about location requirements, please discuss with the recruiter following submission of your application.

Job Title

Sr. Process Analyst(HR Contact Center)

Job ID

130427

City / Township / Village

State / Province

Country

India

Work arrangement

Onsite

Area of work

Enterprise Operations

Employment type

Regular

Position type

Professional

No Travel

Company

(0063) IBM India Private Limited

Shift

Rotation

Is this role a commissionable/sales incentive based position?