HR CPS Business Analyst at ING in Makati, Metro Manila, Philippines

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.