Manager - HR

Manager, HR Reporting & Analytics

Function Human Resources / People Operations

Reports to Head of HRIS

Core systems Workday (HCM), Microsoft Fabric (data and analytics platform), ServiceNow HRSD (HR case management), Unifai (HR chatbot); expanding to benefits, rewards, and other HR platforms

About the role

We are hiring a Manager, HR Reporting & Analytics to own the reporting and analytics that HR leaders, business partners, and finance rely on to make decisions.

The role spans five areas: recurring and ad hoc reporting, analytics that answer questions leadership has not yet thought to ask, operational reporting for HR service delivery, the data accuracy and governance work that makes those answers trustworthy, and cyclical HR projects such as year-end compensation. You will work primarily in Workday and Microsoft Fabric today, and will help extend the reporting layer as we bring ServiceNow, Unifai, benefits, and rewards data into the same environment.

Reporting here is deliberately not Workday-only. The HR service delivery teams run on ServiceNow for case management and on Unifai as the employee-facing chatbot, and both need proper SLA and performance reporting. Bringing that operational data together with Workday people data in Fabric is a core part of the job, not a side project.

The person who succeeds here is equally comfortable writing a Workday report, building an SLA dashboard from case data, tracing a headcount discrepancy back to a bad transaction, and explaining to a business leader why last month’s number changed.

What you will do

Reporting

• Own the HR reporting calendar across systems: headcount, turnover and attrition, hiring and requisition status, movement and promotion, diversity representation, absence, workforce cost, and HR service delivery performance.
• Build and maintain Workday reports, calculated fields, and dashboards; retire and consolidate redundant reports rather than letting the inventory grow unchecked.
• Deliver executive-ready reporting for the HR leadership team, business unit leaders, and finance, including board and audit requests.
• Handle ad hoc data requests with a fast turnaround, and convert the ones that keep coming back into self-service reports or dashboards.
• Produce reporting required for regulatory, statutory, and audit purposes, and stand behind the numbers when they are challenged.

Analytics and insight

• Move beyond descriptive reporting: identify trends, segment drivers, and outliers in workforce data, and explain what they mean for the business.
• Partner with the development team to build and maintain semantic models, datasets, and dashboards in Microsoft Fabric that combine Workday data with data from other HR and business systems.
• Partner with HRBPs and COEs to frame business questions into answerable analyses, and to translate findings into recommendations leaders can act on.
• Support workforce planning, span-of-control and organisational design analysis, and cost modelling in partnership with finance.
• Develop a small set of trusted, defined HR metrics and hold the line on their definitions so that numbers reconcile across audiences.

HR service delivery reporting (ServiceNow and Unifai)

• Build and own SLA and performance reporting for the HR service delivery teams working in ServiceNow HRSD: case volume by category and tier, first response and resolution time against SLA, SLA attainment and breach analysis, backlog and aging, reassignment and escalation rates, reopen rates, and case CSAT.
• Report on Unifai chatbot performance: session and query volume, intent recognition and match rates, containment and deflection rate, hand-off and escalation into ServiceNow cases, unresolved or unrecognised intents, and satisfaction.
• Connect the two: report on the end-to-end employee journey from chatbot query through case creation to resolution, so that deflection and case volume are read together rather than in isolation.
• Surface where self-service is failing. Use recurring case drivers, repeat contacts, and failed chatbot intents to recommend knowledge article, process, and content improvements, and measure whether those changes actually reduced contact volume.
• Provide the operational reporting HR service leaders need to manage capacity and staffing: volume seasonality, workload distribution, handle time, and productivity by team and region.
• Enrich service delivery data with Workday attributes such as location, business unit, job level, and tenure so that case and chatbot activity can be analysed by population, not just by ticket queue.
• Report against service delivery commitments used in governance forums and vendor or internal SLA reviews, and hold a consistent definition of how SLA clocks, business hours, and pauses are calculated.

Data accuracy and management

• Own HR data quality: design and run recurring audits, reconciliation routines, and exception reports that surface errors before they reach a report or a paycheck.
• Investigate discrepancies to root cause, whether that is a data entry error, a business process gap, an integration failure, or a configuration issue, and drive the fix with the owning team.
• Maintain data definitions, business rules, and documentation for core HR data domains: worker, position, organisation, job, compensation, and location.
• Support data governance: field ownership, allowable values, required fields, and the change control process for definition changes.
• Enforce appropriate handling of sensitive HR data, including access controls, aggregation thresholds, and privacy requirements across jurisdictions.
• Reconcile HR data against downstream and adjacent systems (payroll, finance, benefits, identity and access) on a defined cadence.
• Extend data quality work beyond Workday: case categorisation accuracy and consistency in ServiceNow, intent tagging in Unifai, and the mappings that let service delivery data join cleanly to Workday worker and organisation data.

Special projects and HR cycles

• Serve as the data and reporting lead for year-end compensation: population and eligibility files, budget modelling, merit and bonus matrices, scenario and cost analysis, statement data, and post-cycle audit and reconciliation.
• Support other cyclical processes with a heavy data component: performance and talent review calendars, benefits open enrolment, pay equity and gender pay gap analysis, and annual regulatory filings.
• Contribute to HR technology projects as the reporting and data subject matter expert: requirements, data mapping, test scenarios, cutover validation, and post-go-live reporting.
• Help extend the HR data footprint as new systems come online, including ServiceNow, Unifai, and benefits and rewards platforms, so that reporting keeps pace with the tooling.

Scope

• Primary stakeholders: HR leadership team, HRBPs, HR Service Delivery / Shared Services, Total Rewards, Talent Acquisition, Payroll, Finance, and Internal Audit.
• No direct reports; expected to influence and coordinate across HR, IT, and finance without formal authority.
• Partners with HRIS and IT on configuration, integrations, and platform changes; owns the reporting and data quality layer that sits on top.

S YNECHRON’S DIVERSITY & INCLUSION STATEMENT

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture - promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

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