hr professionals - ManilaIbm

Introduction
The HR Service Administrator is an integral part of IBM and HR. Your goal is to create an outstanding employee experience for IBMers by delivering HR-related services and supporting our employees as they support our customers and clients. Help IBMers to build their career by providing them with a personalized experience. In this role, you can be part of a team that works with all areas of our global organization and is empowered to achieve goals that align with IBM strategy.
Your Role and Responsibilities
Contact Center
Skill Sets/Processes
Receive inbound calls from customers and answer questions, as well as question participants to obtain full understanding of what information is being requested.
Educate callers on client processes whenever necessary
Document all calls with regards to caller's inquiries accurately using Call Tracking System.
Provide quality customer service on every call.
Communicate clearly and effectively with participants
Maintains up-to-date expertise in a specific subject area
With Back office processors, manage events with higher level of difficulty and Customer services, i.e. Death cases
Approve exception requests where there are historical precedents and/or where documented rules are made available
Handles end to end case management process in accordance to agreed time and quality standards.
Follow up escalated cases through the eHR Case Management system - own issue resolution, client follow up, and case closure
Conduct in-depth research, interpret policy based on documented rules and exceptions and resolve complex issues for escalated cases
Facilitate resolution between employees and 3rd party Administration Service Provider, follow up on escalations
Escalate issues that require evaluation by the client (e.g., an exception request with no historical precedence, threat of legal action, etc.)
Does outbound calls/emails to provide resolution to employee.
Comply to ILC clocking requirements
Employee Data Management
Skill Sets/Processes
Inputs and processes employee data in the HR System to provide accurate and timely information to a variety of HR Services
Provides services that relies on the processed employee data to meet the demand of the Service Level Agreement (SLA)
Provides solutions to issues brought up by the contact center according to policy guidelines set
Processes may be inclusive of but are not limited to the following:
Document Indexing (Planning & Scheduling Team) - Sorting and assignment of correct work queue according to document type information
Dispatcher (Planning & Scheduling Team) - assignment to practitioner/ processor correct work and volume allocation
Data Entry - Complex processing of Transfers, Department and Org Changes, etc.
Reporting - Generation of standard/regular and ad hoc reports
Reviews validity and completeness of requests
Provides data for any internal business controls team as required.
Ensure compliance to the client's existing standards.
Implements and follows internal control measures and supports monthly compliance testing to ensure that processes meet business controls requirements
Create, update and review documentation related to processing, reports and job aids used to manage data into the HR database
Provides regular/scheduled and ad hoc reporting services to end-users and ensures deliverables are submitted timely and accurately as per Service Level Agreement (SLA) with the clients
Conducts analysis in ad hoc report requests to be able to provide concise and correct information to requestor
Act as first level interface with end-users on reporting inquiries and issues
Log all report transactions and completed tasks in the tracking Sheet
Submits regular data feed file requirements to Global and/or data warehouse contact
Learning
Responsible for Event Management for simple events. General tasks include: Registration management, Mandatory Learning Questionnaire, Completions, Session creation/update/cancellation, course creation/update and other repeatable tasks.
Query Management
Answers general simple email inquiries.
Mandatory Learning Questionnaire
Session Creation/update/cancellation
Course creation/update
Ensures that desktop procedures/job aids are up to date
Create RCAs (if necessary) for any task related misses
Ensures that desktop procedures/job aids are up to date
Responsible for the setting-up of Instructor-led online classes and the handling of pre-, in-, and post-session facilitation duties.
Timely dispatch of requests if needed
Validate completeness and correctness of requests
Create Virtual class / event in the appropriate tool
Timely communication with clients or stakeholders or key dependencies for any required information related to request or any problems encountered
Provide logistic support to an event:Run rehearsals with contact and/or presenters and perform orientation during actual live virtual class.
Assist in technical difficulties through basic troubleshooting
Perform basic troubleshooting in the virtual environment or work with Technical Support to help resolve the higher level of technical difficulties
Assist presenters and participants during virtual events
Distribute materials and joining instructions to participants
Timely and accurate communication of advertisements to clients
Other adhoc requests
Completion requirements such as collecting billing information
Generate reports as required
Required Technical and Professional Expertise
Candidate must possess at least a Bachelor's/College Degree, preferably Human Resources or equivalent
Similar work experience of at least 1- 2 years especially in a BPO or similar fast-paced setting
Good English Communication(verbal & non verbal)Skills
Basic computer and internet navigation skills
Amenable to working in shifting/night schedule
Intermediate in MS Excel
Preferred Technical and Professional Expertise
ERP working experience
Ability to prioritize tasks, manage multiple priorities and tight deadlines
Highly organized, analytical, results-oriented and has keen on details
IBM

Quezon City, Metro Manila
Permanent
Full-time