Sr.Analyst- Collections : India GSC-1

Hotels Clubs and Spas
Finance and Accounts
Salary Description:
Intercontinental Hotels Group (IHG)
Job Ref:

Job Summary - (Role Summary)
Process HR Shared Service (HRSS) transactions in accordance with defined Service Level Agreements guided by appropriate financial & human resources policies and procedures for assigned area. Provide client support on HRSS transactions within the HR systems, payroll, taxation or functional area designated. Ensure that all data maintained in HR, payroll or benefits systems is to the highest integrity through regular audit and feedback coaching to end-users. Contribute to the continuous improvement of processes to maximize efficiencies and eliminate redundancies. Track and report defined Service Level Agreement requirements and metrics.

Essential Duties and Responsibilities - (Key Activities)

· Oversee the delivery of payroll services to all corporate, reservations and hotels employees through outsourced vendors, covered within the regional scope of services.
· Support the provision of payroll services through the processing of time and attendance data to the outsource vendor.
· Administer the processing of variable components of pay i.e. paid time off, bonuses, deductions etc. through a defined process agreed with outsource vendor.
· Monitor changes to employee records with direct impact on payroll, general ledger and communicated to respective outsource vendor timely. For example, cost centre changes, pay rate changes etc.
· Oversee the payment of all payroll taxes to be timely and accurate for each of the countries supported by the payroll service.
· Complete the forecasting and transfer of funds to the payroll vendor or banks for each payrolls supported as per the agree payroll calendar
· Address any payroll escalations from outsource vendor.
· Oversee local tax filing, statistics, labor reporting and/or payments as per government compliance in the respective country covered in the regional scope of services.
· To work with PWC on taxes for expatriates ensuring that they are accurate at the end of an assignment and that the tax affairs are settled with the Host Country's tax authority

Human Resources
· Provides advanced knowledge of policy, business processes, HR guidelines, benefit plans, payroll rules information to HR staff & employees
· Support HR system data integrity through audits with a level of functional expertise
· Extract HR data which is required for non HR system processes

· To oversee the enrollment of employees into various benefits which vary by country, job band and maintain accurate records.
· Implement changes to benefits impacted by changes in the employee's life cycle, promotions, transfers, pay changes etc.
· Liaise with benefits providers to ensure that they have accurate records for those enrolled in the various benefits (Insurances & pensions).
· To administer insurance (life, medical, death & disability) cover for all employees covered by the regional scope of services.
· Communicate changes to IHG vendors on employee benefit coverage based on changes to personal or professional situation includes new hire, termination, transfer, pay changes etc.
· Complete the appropriate invoicing or cross charging for all benefits administered.
· Respond to employee, managers, finance, cash management and HR on questions relating to employee benefits or appeals.

· Maintain a consistent, high quality customer-focused orientation. Listens to and communicate with customer / call center to obtain all required information necessary to determine and address their specific needs; tactfully explain why, if service cannot be provided. Respond to individuals in manner and timeframe promised or follow-up to explain status. Effectively communicate findings and recommendations to appropriate staff.
· Provide clear, accurate information; explain procedures or materials or provide supplemental information; anticipate problems or questions.
· Ensure that external service level agreements are met by monitoring all reports and service incidents and alerting both the vendor and the team Director.
· Proactively monitor customer satisfaction and quality of service offered in line with the agreed Service Level Agreement. Contribute to the continuous improvement of all areas in process scope.<br><br>2. REQUIRED QUALIFICATIONS
Required Skills -
· Knowledge of HR systems would be an advantage
· Payroll systems and processes
· Accurate data entry
· Microsoft Word & Excel
· Report writing or query writing knowledge
· Analytical and problem solving skills

Qualifications -
· Formal payroll qualification or equivalent experience
· High School Diploma and some basic HR qualification (or studying for such qualification)
· Bachelors degree in a relevant discipline would be an advantage

Experience -
· 2 or 3 years in Human Resources or Payroll environment
· Exposure and Knowledge in Payroll and Finance

Education -
High school diploma or Associates Degree or an equivalent combination of education and work related experience.

Technical Skills and Knowledge -
· Demonstrated knowledge of HR / Payroll systems capabilities and complexities across multiple modules.
· Demonstrated proficiency in accurately populating databases with necessary information in designated time periods.
· Demonstrates clear, concise and succinct communication skills including adapting both verbal and written communication to the needs and level of the user.


Payroll value dependent on the location assigned or country of responsibility.

Number of employees supervised -
Direct 0
Indirect 0

Key Metrics -
· Payroll processing cycles should be 100% on time.
· Payroll accuracy target is >99%
· Accuracy of Personnel Data
· Compliance with all SOX controls

Decision Rights -
· To ensure that appropriate level of forecasting is completed for funding of respective payrolls, liaising with cash management.
· Sequence of activities to be completed.
· Responsible to make decisions regarding the prioritization of work and for identifying opportunities for improvement.
· Responsible to make decisions regarding reporting financial data and metric results.


Key Internal Relationships -
This position has contact with internal executives, department management teams and staff for the purpose of gathering information, identifying and resolving discrepancies, updating account balances, and continuous improvement of all areas in process scope in compliance with specific Service Level Agreement and governmental regulation requirements while ensuring resolution of customer issues.
· Human Resources leaders and staff in both hotels and Corporate
· Finance Dept, Corporate Accounting & BSC India for journals
· Finance Dept for cash management and journals
· Finance team members in Hotel and Corporate locations
· All Heads of Department, Manager and Employees for individual inquiries
· Expatriate staff
· Regional Information Technology / Global Technology in Atlanta
· Global HR Shared Services team members

Key External Relationships -
Outsource vendor call center, General Managers, Human Resources and Controllers / Payroll Reps for the purpose of gathering data, identifying and resolving discrepancies, reviewing licensing agreements, and continuous improvement of all areas in process scope in compliance with specific Service Level Agreement. .
· Outsource vendors providing HRSS services
· Payroll Tax Authorities
· 3 rd parties paid from payroll deductions
· Benefit Vendors or providers includes medical, dental, insurances and pensions.
· Outsource Agencies for HR / Payroll systems.

Contact Details:
Intercontinental Hotels Group (IHG)
Tel: .
Contact: HR Department

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