HR CPS Business Analyst

Key Responsibilities

HR Business Analysis

Act as a strategic partner to CPS leadership by translating operational, service, and workforce data into insights

that support decision making.

Analyze CPS processes, identify inefficiencies, and recommend data backed improvements to enhance service

delivery and employee experience.

Support transformation, optimization, and change initiatives by providing impact analysis, risk assessment, and

benefits tracking.

Gather business requirements for reporting, dashboards, and operational metrics, ensuring alignment with CPS

and global HR goals.

SLA & KPI Ownership (CPS)

Own end to end SLA and KPI reporting for CPS across supported countries and HR domains (e.g., Workday

transactions, onboarding, payroll, benefits, case management).

Ensure accuracy, completeness, and timely delivery of monthly and adhoc SLA/KPI reports used in Service

Performance Boards (SPBs) and leadership reviews.

Monitor SLA performance against agreed targets, identify trends, risks, and recurring breaches, and provide root

cause analysis with actionable recommendations.

Maintain and continuously improve SLA definitions, measurement logic, exclusions, and reporting standards in line

with CPS governance frameworks.

Reporting, Dashboards & Insights

Design, maintain, and enhance CPS dashboards and reports (e.g., SLAs, KPIs, volumes, backlog, CSAT,

productivity).

Translate complex data into clear narratives and insights for senior stakeholders, enabling informed decisions and

prioritization.

Partner with stakeholders to support deep dive analyses for performance issues, audits, risk reviews, and

transformation initiatives.

Ensure consistency of CPS reporting across tools and platforms (e.g., ServiceNow, Workday, Excel based

models, Power BI).

Stakeholder Management & Governance

Serve as the key point of contact for CPS SLA/KPI data for internal and global stakeholders.

Support governance forums (e.g., SPBs, performance reviews) by preparing data packs, insights, and

executive ready summaries.

Collaborate closely with CPS Circle Leads, Operational Managers, LPS counterparts, Finance, Risk, and

Transformation teams to align performance reporting and priorities.

Key Stakeholders

CPS Leadership and Circle Leads

Local People Services (LPS) teams

Global HR Operations & Transformation

Risk, Audit, and Finance stakeholders

Experience

Required Qualifications & Experience

Proven experience as an HR Business Analyst, HR Data Analyst, or Operations Analyst, preferably within HR

Operations or Shared Services.

Hands on experience managing and reporting SLAs and KPIs in a service driven environment.

Strong background in data analysis, reporting, and performance management.

Technical & Analytical Skills

Advanced proficiency in Microsoft Excel (advanced formulas, pivot tables, data modeling).

Experience with Power BI and/or Power Query for data transformation and visualization.

Strong analytical skills with the ability to interpret large datasets and translate them into actionable insights.

Experience working with HR systems and ticketing tools such as Workday and ServiceNow is a strong advantage.

Behavioral & Professional Skills

Strong stakeholder management and communication skills, with the ability to present insights clearly to senior

leaders.

Detail oriented, structured, and data driven approach to problem-solving.

Ability to work across geographies and manage multiple priorities in a fast paced environment.

Continuous improvement mindset with a strong focus on service quality and employee experience.

Nice to Have

Experience supporting Service Performance Boards (SPBs) or similar service governance forums.

Exposure to HR process transformation, automation, or digital initiatives.

Experience working in a global or multi-country HR shared services setup.