Human Resources Analyst (HR Operations) - HRD

Under the general supervision of the Deputy Division Chief, the HR Operations Section Chief and Team Lead, the successful candidate will review and approve escalated complex queries; administer and control allowance payments; perform audits and reconciliation of benefits; resolve routine problems and escalate complex issues or irregularities; and recommend process improvements and changes to procedural guidelines. The successful candidate will do so by leveraging extensive HR knowledge and strong project management skills to facilitate effective employee issue resolution by optimizing ServiceNow workflows and managing work distribution.  

Major Duties and Responsibilities 

The selected candidate will be a member of the HR Operations Division responsible for reviewing approvals and payments for allowances for headquarters-based employees, guiding processors through the resolution of related cases and maintaining team targets with customer satisfaction and service delivery performance. S/he is expected to exercise the utmost discretion and sound judgment in handling complex and sensitive matters. Typical duties and responsibilities include:  

• Support the administration of HQ allowances (EXA, EDA, SCA, CCA, salary advances) by applying policies accurately, processing requests in a timely and compliant manner, and helping maintain the integrity of employee records and ServiceNow workflows under the guidance of the team lead. 

• In collaboration with FIN Payroll, perform financial transactions and coordinate recurring allowances and one-time payments for employees, adhering to documented procedures and identify and strengthen gaps in documentation, when applicable.  

• Observe policy and process controls to ensure the accurate administration and disbursement of allowances, mitigating reputational and financial risks for the organization. This includes contributing to the maintenance and development of clear standard operating procedures.   

• Prepare, report, and manage risk events, including implementing approved risk mitigation strategies, ensuring compliance with Fundwide risk management framework. 

• Manage workflows related to employee requests, developing timelines, effectively delegating work to junior HR Analysts based on workload/expertise, and monitoring resolution/escalation processes to ensure all cases are addressed according to SLAs. 

• Resolve complex customer inquiries, adhering to Fund policies and documenting actions properly in HR systems, overseeing inquiries until all elements have been resolved.  

• Assist the lead HR Officer for HQ-based allowances in monitoring and managing the MyHR (ServiceNow) case management system, determining appropriate priorities for issues resolution based on request type and urgency. Define the types of requests each HR Analyst in team is responsible for managing and mapping out clear escalation procedures.  

• Depending upon the nature of the query, escalate within the tiered model within HR Operations, or across to COEs and SHRPs/HRBPs to facilitate case management and knowledge transfer, maintaining large breadth of HR knowledge, evaluating policy effectiveness and providing input into policy formulation, and promoting HR Operations’ alignment within the Department. 

• In collaboration with COEs, assist the lead HR Officer in streamlining business processes and recommend changes to HR policies, work practices, and IT systems, when justified. Identify further opportunities to streamline client requests and HR processes, guiding Fund employees on the use of MyHR (ServiceNow) and effective case management. 

• Perform other duties as assigned.  

Qualifications  

A combination of training and experience equivalent to completion of a secondary school education, supplemented by a minimum of four (4) years of relevant experience, is required. In addition, the successful candidate(s) should possess the following qualifications and competencies:  

• Strong knowledge of HR policies, benefits, allowances administration, and desirable familiarity with accounting and payroll. 

• Demonstrated track record processing and approving complex allowances, with an understanding of fiduciary responsibilities, risk awareness, and the importance of accuracy in high-value benefit administration. 

• Proven ability to oversee and train junior HR Analysts, ensuring high-quality outputs, effective workflow management, and adherence to organizational policies. 

• Strong analytical capability, including quantitative and qualitative analysis, and the ability to develop solutions for atypical issues using established practices and precedents. 

• High proficiency in PeopleSoft and ServiceNow, with excellent communication, interpersonal, and relationship-building skills that foster collaboration across departments. 

• Highly organized, service-oriented, and adaptable, with the ability to manage competing priorities, work under pressure with minimal supervision, and provide exceptional customer service. 

• Demonstrated creativity, problem-solving ability, resourcefulness, and meticulous attention to detail in all aspects of HR and benefits administration.