HR CPS Business Analyst

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.

Die ING ist eine globale Bank mit über 60.000 Mitarbeitenden. Wir sind für rund 38 Millionen Privat-Kundinnen und Kunden sowie für unsere Geschäfts- und Firmenkunden in über 40 Ländern da. Wir sind bunt, vielfältig, digital und stolz darauf. Lust uns kennenzulernen? Dich erwartet eine Kultur auf Augenhöhe, flexible Arbeitsweisen und die Chance, mit einem Job wirklich etwas zu verändern. Denn als globale Bank berühren wir das Leben von Millionen Menschen und wir streben danach einen positiven Einfluss auf die Gesellschaft und auf unseren Planeten zu haben. Selbstbestimmtes Arbeiten ist unser täglich Brot: Wir vertrauen unseren Mitarbeitenden und ermutigen sie, ihr Ding zu machen – also ihre Karriere so zu gestalten, wie es für sie am besten ist. Wir sind mehr als ein Arbeitgeber – wir sind innovativ, lösen Probleme, sind immer einen Schritt voraus und setzen uns dafür ein, einen echten Unterschied zu machen. Egal, ob Du gerade Deine Karriere startest oder die nächste große Herausforderung suchst, wir haben viele Jobmöglichkeiten, die Dich inspirieren und über Dich hinauswachsen lassen. Deine Zukunft bei der ING beginnt mit einer Bewerbung. Bist du bereit, Teil der ING zu werden? Wir haben viele Jobmöglichkeiten, die zu Deinen Fähigkeiten und Ambitionen passen! Verwende die Filter unter der Suchleiste, wie Standort und Jobtyp, um die perfekte Stelle zu finden. Starte jetzt mit der Suche und finde heraus, wohin Dich Dein nächster Karriereschritt führen könnte!