HR CPS Business Analyst

About the Position

We are looking for an HR CPS Business Analyst to join our team in Makati City, Philippines. This role focuses on data analysis and reporting, playing a crucial part in enhancing service delivery and employee experience.

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.

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

ING is a global bank with a strong European base. More than 60,000 colleagues serve around 38 million customers and corporate clients in over 40 countries. Our policies support diversity, equity, and inclusion. As an equal opportunity employer, we do not tolerate discrimination of any kind with regard to age, gender, gender identity, cultural background, experience, religion, race, ethnicity, disability, family responsibilities, sexual orientation, social origin, or any other status protected by applicable law.