HRSS Operations Analyst

PH005 Mercer Philippines; Manila; Hybrid; PHP 480,000 - 600,000; Full time

Job summary

Marsh, based in the Philippines with an office in Bonifacio Global City, Taguig, is seeking an HRSS Operations Analyst to support colleagues and vendors. The role is hybrid, requiring at least three days in the office and overview of HR transactions across the employee lifecycle.

You will manage ServiceNow tickets, HR data changes, onboarding, transfers, promotions and separations, maintain records with high accuracy, and partner with internal teams to improve processes and deliver timely

Qualifications

• Experience in HR operations, shared services, or a similar service delivery environment.
• Well-developed analytical skills with a detail-oriented and logical approach.
• Strong written and verbal communication in English; Mandarin a plus.

Responsibilities

• Manage incoming ServiceNow tickets and emails from colleagues and third-party vendors within documented service levels
• Handle HR operational activities related to workforce administration, including employee data changes, onboarding, transfers, promotions, and separations
• Maintain and update employee records and HR systems with a high level of data accuracy
• Provide clear, accurate and professional support to create a positive customer service experience
• Research and resolve complex enquiries and deliver timely and accurate resolutions
• Document enquiries and case details accurately, monitor inbound requests and route matters to the appropriate team when needed
• Liaise with internal teams to support timely research and problem resolution
• Share opportunities for process improvement with team members and managers, and maintain and update SOPs to ensure process consistency and accuracy

Skills

HR operations

Shared services

Analytical skills

Communication skills

Bilingual English Mandarin

Tools

Workday

ServiceNow

Job description

Company: Marsh

Description:

We are seeking a talented individual to join our HRSS Operations team at Mercer. This role will be based in the Philippines, with our office in Bonifacio Global City, Taguig. This is a hybrid role that has a requirement of working at least three days a week in the office. This position requires schedule flexibility and is aligned with daytime working hours.

Mercer helps clients create more secure and rewarding futures for their people. As an HRSS Operations Analyst, you will support colleagues and third-party vendors by handling enquiries, researching issues and providing accurate information within agreed service levels. This role provides high-quality HR operational support across the employee lifecycle, ensuring the timely and accurate processing of HR transactions and supporting the resolution of day-to-day HR cases. You will work as part of a collaborative shared services team focused on service quality, problem resolution and process improvement.

We will count on you to:

• Manage incoming ServiceNow tickets and emails from colleagues and third-party vendors within documented service levels
• Manage HR operational activities related to workforce administration, including employee data changes, onboarding, transfers, promotions, and separations
• Maintain and update employee records and HR systems with a high level of data accuracy
• Provide clear, accurate and professional support to create a positive customer service experience
• Research and resolve complex enquiries and deliver timely and accurate resolutions
• Document enquiries and case details accurately, monitor inbound requests and route matters to the appropriate team when needed
• Liaise with internal teams to support timely research and problem resolution
• Share opportunities for process improvement with team members and managers, and maintain and update SOPs to ensure process consistency and accuracy

What you need to have:

• Effective written and verbal communication skills with strong interpersonal capability
• Experience in HR operations, shared services, or a similar service delivery environment
• Well-developed analytical skills with a detail-oriented and logical approach

What makes you stand out:

• Experience in HR or supporting global colleagues
• Proficiency with Workday, ServiceNow, or other HR systems
• Exposure to process improvement in a shared services or a service delivery environment
• Good communication skills in both English and Mandarin

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.