Job Description
At Baxter, we believe every person deserves a chance to live a healthy life. The future of HR Operations is being redefined at Baxter, where HR is unlocking new ways to deliver value through processes and experiences that empower people and build confidence. HR Operations is at the center of this transformation. Baxter is shaping a world-class HR Operations organization that blends scale, precision, and innovation. By leveraging technology and process excellence, the organization creates solutions that strengthen compliance, accelerate change, and elevate the employee journey.
As an Analyst in HR Operations EDM, the role involves handling complex Tier 1 inquiries, managing queue operations, and acting as an escalation point for junior analysts. Responsibilities include ensuring SLA compliance, supporting Workday transactions, maintaining data integrity, and contributing to process improvement and documentation. The role requires handling escalated Tier 1 inquiries requiring deeper investigation, monitoring queue performance, coaching and mentoring junior analysts on customer service best practices, identifying inquiry trends and recommending updates to the knowledge base, collaborating with HRBPs and Tier 2 teams to resolve complex employee concerns, supporting quality assurance through call and chat interaction reviews, contributing to FAQ and knowledge article development, leading team huddles, processing complex Workday transactions, managing end-to-end HR operations including onboarding, employee movements and exits, supporting Workday data integrity, audits and reporting, maintaining employee records and documentation, supporting system enhancements, UAT and automation initiatives, maintaining SOPs and knowledge articles, providing input on process improvements and liaising with HRBPs and onshore partners on complex cases.
The ideal candidate should possess excellent English verbal and written communication skills, proven customer service experience, expertise in issue resolution, experience handling escalations and difficult conversations, strong knowledge of HR policies and the employee lifecycle, proficiency in ticketing systems and queue management, coaching and mentoring abilities, and an analytical mindset for identifying inquiry trends.
Work Schedule operates on rotational shifts across regions. Working hours vary depending on shift schedules and require flexibility to support operations across Europe and the Americas. Baxter is committed to equal employment opportunities and provides reasonable accommodations for individuals with disabilities.
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