People & Culture (HR) Senior Operations Analyst

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

Job Summary

What you will do

The Sr. HR Operations Analyst delivers front-line HR service while driving operational excellence across the employee lifecycle. This role operates through a dual lens: providing high-quality HR contact center support (50%) and advancing process improvement, automation, and employee experience initiatives (50%).

In addition to serving as first-line contact for employees, managers, and People & Culture Partners, this position partners closely with the People Experience Solutions team to identify trends, optimize processes, and contribute to digital and employee experience enhancements. The role is critical in bridging service delivery with continuous improvement to ensure scalable, efficient, and employee-centric HR operations.

HR Contact Center Support (Approximately 50%)

• Serve as a first point of contact for employees and managers via phone, email, and case-management tools; triage requests and provide accurate, policy-aligned guidance.
• Open, document, and manage cases with clear, complete notes; track progress through resolution and communicate updates to stakeholders.
• Complete assigned steps within employee lifecycle workflows, ensuring system updates, documentation, and follow-up actions are accurate and timely.
• Escalate complex, sensitive, or high-risk issues to appropriate partners while maintaining ownership of communication through resolution.
• Meet established service levels and adhere to documentation, data accuracy, and compliance standards.
• Support onboarding, benefits inquiries, Form I-9 completion, and offboarding processes.
• Provide day-one orientation support and employee guidance as needed.
• Maintain compliance with privacy, security, and data handling standards.

HR Operational Excellence & Continuous Improvement (Approximately 50%)

• Identify trends, recurring issues, and process gaps through case data and frontline interactions; translate insights into actionable improvement opportunities.
• Partner with the People Experience Solutions team to design and implement process enhancements, automation, and digital solutions that improve efficiency and employee experience.
• Document current-state workflows and contribute to process mapping, standardization, and optimization efforts.
• Participate in continuous improvement initiatives (e.g., root cause analysis, kaizen events, service optimization projects).
• Support testing, validation, and implementation of system enhancements, knowledge articles, and self-service capabilities.
• Contribute to the development and maintenance of knowledge management content, ensuring accuracy and usability.
• Leverage AI-enabled tools and insights to improve case resolution, reduce cycle time, and enhance service quality.
• Act as a feedback loop between employees, HR partners, and digital teams to continuously refine the employee experience.

Who are you?

Required Qualifications

• Strong analytical mindset with the ability to interpret service data, identify trends, and recommend process improvements.
• Experience contributing to process improvement, operational efficiency, or continuous improvement initiatives.
• Ability to balance transactional execution with strategic thinking and innovation.
• Superior customer service mindset.

Preferred Qualifications

• 5+ years of experience in HR shared services and bachelor’s degree in Human Resources, Business Administration, or a related field preferred.
• Experience partnering with HR technology, digital experience, or People Experience teams to deliver enhancements.
• Hands-on experience with process improvement methodologies (e.g., Lean, Six Sigma, Kaizen, or similar).
• Experience supporting digital transformation, self-service enablement, or automation initiatives within HR.
• HR certification preferred (e.g., PHR, SHRM-CP, or equivalent).

Skills And Competencies

• Continuous improvement mindset with a passion for simplifying processes and enhancing employee experience.
• Ability to connect frontline service insights to broader operational improvements.
• Strong problem-solving skills with experience in root cause analysis and solution design.
• Collaboration skills to partner effectively across HR Operations, People Experience Solutions, and technology teams.
• Balance of customer service orientation and process optimization thinking.

Ready for the next move?

At the Volvo Group, we strive for a clear, transparent, and straightforward compensation approach, motivating you to contribute to the company’s growth. For this position, the base pay is set at $83,500 - $103,100 annually, and where applicable, bonus eligible. The range for this role, as well as final salary offered, is determined by several factors including, but not limited to, geographic location, work-related knowledge, certifications, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer.

In addition to a solid package of compensation and benefits, plus you will enjoy:

• Competitive medical, dental and vision insurance.
• Generous paid time off.
• Competitive matching retirement savings plans.
• Working environment where your safety, health and wellbeing come first.
• Focus on professional and personal development through Volvo Group University.
• Programs that make today’s challenging reality of combining work and personal life easier.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran.

We value your data privacy and therefore do not accept applications via mail.

Who We Are And What We Believe In

We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities.

Applying to this job offers you the opportunity to join

Volvo Group . Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

At Group People & Culture , a part of Volvo Group, we create the foundation and frameworks for people growth and organizational development, to drive the people agenda that enables the realization of the Volvo Group aspirations through people strategy and commitment. You will be part of a global and diverse team of highly skilled professionals who work with passion, trust each other and embrace change to stay ahead.