senior associate, hr services ( Japanese Speaker)Kyndryl

Job Description
Why Kyndryl
Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl
We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers, and our communities. We invest heavily in you - not only through learning, training, and career development, but also through the flexible working practices and stellar benefits that help you grow and progress long-term. And we give back - from planting 90,000 trees in our first 3 months as part of our One Tree Planted initiative to the Corporate Social Responsibility and Environment, Social and Governance practices embedded within everything we do, we are committed to powering human progress in an ethical, sustainable way.
Your Role and Responsibilities
Take ownership of the resolution of employees issues, giving guidance and solving problems as the first point of contact whenever possible within the target response time.
Log and track enquiries through to resolution using workplace processes and guidelines
Communicate effectively to our customers on HR /Travel & Expense / Payroll and HR Tools usability, as well as on global and/or country specific policies and processes, providing education where necessary.
Work as a member of a team to minimize customer wait times, maximize customer satisfaction and response accuracy
Participate in information sharing with other team members. Identify trends and pass recommendations to the management.
Ensure productivity and high-level utilization
Follow business controls guidelines, corporate instructions and internal processes during work
Research, resolution and proper communication of cases outcome to the employee.
Analysis and resolution of escalations and special requests
Provide follow up calls or emails with case updates and/or case resolutions within the required time frame.
Follow up and ensure KPI compliance and proper resolution for cases transferred to back office or third parties
Supports different countries / processes based on language skills and operational needs
Gather data for complex case analysis to provide feedback on case creation and case resolution
Owns the resolution of complex employee's and line management's queries ensuring timely, accurate and value add responses
Delivers region or country specific training/coaching to junior colleagues on an ongoing basis
Proactively involved in cross departmental teaming and projects
Providing guidance and support on a specific IMT HR process as well as acting as contact person for the process owners in the countries
Act as a focal point for all knowledge management in the particular area for the country/ies supported.
Continuously reviews and updates knowledge base
Ensure all KPIs are met
Notify the management about any upcoming request from the in-country HR Departments which is not currently in scope for the service
Proactively inform management about any significant increase/decrease of workload
Updates the HR database with certain employee details/detail changes
Keeps process documents such as DTPs and Job Aids updated on a regular basis
Performs and documents regular compliance testing in accordance to the Business Controls guidelines relating to the EDM processes
Carries out any additional project work or duties
Is involved in transitions, both in and out, if needed
Required Technical and Professional Expertise
1-2 years minimum BPO experience
Experience in ticket management
Time Management skills
Experience in Escalation handling
With JLPT certification
Preferred Technical and Professional Experience
1-2 years minimum BPO experience
Experience in ticket management
Time Management skills
Experience in Escalation handling
With JLPT certification
Required Education
Bachelor's Degree