Senior Analyst - HR Shared Services

Act as a Subject Matter Expert (SME) for HR operations, providing expert guidance on end-to-end HR processes (Hire to Retire) and ensuring adherence to defined service standards Conduct quality audits on transactions and cases processed by the HR team, identify process gaps or compliance issues, and drive corrective and preventive actions Lead the investigation and resolution of escalations from employees, managers, and HR stakeholders, ensuring timely, accurate, and empathetic responses aligned with policy and service expectations Take ownership of maintaining and updating Standard Operating Procedures (SOPs) for HR processes, ensuring documentation reflects the latest changes in policy, system, or compliance requirements Collaborate with Team Leads to analyze audit trends , identify recurring issues, and support training or process improvement efforts as needed. Liaise with Centers of Excellence (COEs), HR Business Partners, and Technology teams to resolve complex issues and align on process enhancements. Support the delivery of continuous improvement initiatives by identifying automation, standardization, or efficiency opportunities within HR operations. Create and share periodic quality and escalation reports , highlighting key metrics, trends, and risk areas for leadership visibility. Provide coaching and support to junior team members , promoting a culture of quality, accountability, and service excellence. Assist in managing ad-hoc projects , audits, and compliance checks related to HR Shared Services operations. Here are the desired Skills and Experience… Experience, preferably in a HR Shared Services function supporting European Union Proven experience as a Subject Matter Expert (SME) or Quality Auditor within HR Shared Services, with a strong focus on compliance, accuracy, and service excellence Preference will be given to candidates with experience and knowledge on HRMS Platforms like SAP and/or Oracle Fusion Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies Good IT skills, particularly MS Word, Excel, Outlook Fluent English - excellent verbal and written communication skills Strong administrative and organizational abilities, with the capability to manage a complex and varied workload efficiently Previous experience in a front facing customer service role and/or project experience is desirable Should be flexible to work in multiple shifts Strong interpersonal skills, can build effective relationships with internal and external stakeholders at all levels Qualifications: Graduate or Postgraduate with 5 - 7 years of experience in HR shared services or similar environment Benefits: People & Culture METRO Global Solution Center India talentacquisition@metro-gsc.in