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Analyst – HR Operations EDM

India, Gurgaon Employment contract · Job Posted June 10, 2026
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Job Description

As an Analyst in HR Operations EDM, you will handle complex Tier 1 inquiries, manage queue operations, and serve as an escalation point for junior analysts. You’ll ensure SLA compliance, support Workday transactions, and safeguard data integrity while contributing to process improvement and documentation. This role places you at the heart of Baxter’s transformation, where your expertise strengthens service delivery, builds trust, and enhances the employee experience.

Job Responsibility

  • Handle escalated Tier 1 inquiries requiring deeper investigation
  • Monitor queue performance and ensure SLA compliance
  • Coach and mentor junior analysts on customer service best practices
  • Identify trends in employee inquiries and recommend updates to the knowledge base
  • Collaborate with HRBPs and Tier 2 teams to resolve complex employee concerns
  • Support quality assurance by reviewing call/chat interactions
  • Contribute to FAQ and knowledge article development
  • Lead team huddles and share process updates
  • Process complex Workday transactions and manage escalations
  • Manage end‑to‑end HR operations (onboarding, movements, exits)
  • Support Workday data integrity, audits, and reporting
  • Create and maintain employee documentation and records
  • Support system enhancements, UAT, and automation initiatives
  • Maintain and update SOPs and knowledge articles
  • Provide input on decision‑making and process improvement ideas
  • Liaise with HRBPs and onshore partners on complex cases

Requirements

  • Graduate in any discipline
  • Graduate/Degree in Business Administration, HR, or related field
  • 2–5 years of experience in HR customer service or contact center
  • Excellent English verbal and written communication skills
  • Proven customer service experience with issue resolution track record
  • Experience handling escalations and difficult conversations
  • Strong knowledge of HR policies and employee lifecycle
  • Proficiency with ticketing systems and queue management
  • Coaching and mentoring abilities
  • Analytical mindset to identify inquiry trends
  • Flexibility to work rotational shifts

Nice to have

Lean certification

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