HR CPS Business Analyst

About the Position

We're seeking an HR CPS Business Analyst to translate operational, service, and workforce data into insights for ING Hubs in Makati City, Philippines.

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 ad-hoc 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

Requirements

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.

We Offer

• Competitive salary
• Opportunity to work in a dynamic and inclusive environment
• Professional development opportunities

About the Company

Chez ING, nous voulons libérer tout le potentiel de nos collaborateurs, grâce notamment à une culture inclusive où tout le monde peut se développer et avoir un impact sur nos clients et sur la société. Nous veillons à ce que la diversité, l'équité et l'inclusion soient prioritaires. En tant qu'employeur souscrivant au principe de l'égalité des chances, nous ne tolérons aucune forme de discrimination, qu’elle soit liée à l'âge, au sexe, à l'identité sexuelle, à l'origine culturelle, à l'expérience, à la religion, à la race, à l'origine ethnique, au handicap, aux responsabilités familiales, à l'orientation sexuelle, à l'origine sociale ou à tout autre statut protégé par la législation. Si vous avez besoin d'aide lors du processus de candidature et/ou d'entretien, veuillez contacter le (la) recruteur(se) du poste concerné. Nous serons heureux de vous accompagner pour garantir un processus équitable et accessible. Apprenez-en plus sur notre engagement en faveur de la diversité, de l’inclusion et de l’appartenance.