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HR CPS Business Analyst - Makati
Analyst role driving KPI, SLA tracking and data-driven HR insights.
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.