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
Required Qualifications & Experience
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.
Skills Required
- Proven experience as an HR Business Analyst, HR Data Analyst, or Operations Analyst
- Hands on experience managing and reporting SLAs and KPIs
- Advanced proficiency in Microsoft Excel
- Experience with Power BI and/or Power Query
- Strong analytical skills and ability to interpret large datasets
What We Do
ING is a pioneer in digital banking and on the forefront as one of the most innovative banks in the world. As ING, we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realise their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers
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