HR Service Center Operations Analyst

Role Purpose

The HR Shared Services Operations Analyst is responsible for ensuring the smooth, efficient and effective delivery of HR services within the Service Centre. This role delivers insightful performance reporting and analysis, identifies and drives process improvement, best practice and optimization, continually monitoring and enhancing service quality across the entire HR Service Centre.

Key Accountabilities

Performance Reporting & Analysis

• Develop, maintain, and enhance HR SC performance reports and dashboards that provide clear visibility into HR Shared Services operations.
• Prepare regular and ad-hoc reports for leadership, translating data into actionable insights and recommendations.
• Utilize data to support decision-making processes and track the impact of improvement initiatives.
• Co-ordinate the intake process ensuring that there is sufficient capacity within the team to support new work tasks/processes.
• Continually monitor capacity v performance to ensure the teams are correctly resourced to volume.

Process Improvement & Quality Management

• Identify and support initiatives aimed at optimizing HR Service Centre processes to increase efficiency, reduce errors, and improve service delivery
• Implement quality assurance measures and conduct regular audits to maintain high standards of operational excellence
• Support implementation of process changes within the HR Service Centre and wider HR Team.
• Review existing HR Service Centre processes to identify inefficiencies, redundancies, and bottlenecks. Develop and implement automation solutions that replace manual, repetitive tasks, leveraging available technologies to improve accuracy and speed

Documentation & Knowledge Sharing

• Maintain clear, comprehensive documentation of HR Service Centre processes, policies, and best practices.
• Governance and maintenance of knowledge base tools to ensure content accuracy, relevance, and accessibility for team members.
• Support training initiatives by creating materials, coordinating sessions, and facilitating refresher courses to enhance team capabilities.
• Collect and incorporate feedback to keep documentation and training resources up to date and user-friendly

Engagement & Coordination

• Plan, coordinate, and support employee engagement programs and company-wide activities that promote a positive workplace culture.

Key Skills & Experiences

Educational Attainment

• Bachelor's degree in Human Resources, Business Administration, Information Systems, or related field.

Critical Experience & Expertise

• 2+ years of experience in HR Shared Service operations, business analysis, or process improvement
• Experience of working in a multi-country environment or experience of working in several different countries

Technical Skills & Knowledge

• Knowledge of HR Information systems
• Experience in HR Shared Services or similar operational environments
• Familiarity with continuous improvement methodologies
• Technical expertise in systems reporting tools
• Project and change management experience
• Demonstrates clear, concise, and succinct communication skills including adapting both verbal and written communication to the needs and level of the user

At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You'll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there's Room for You at IHG.

Over recent years, we've transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.

We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That's why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that's why leaders work with teams to determine how and when they collaborate.

We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.