Job Description

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

• 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

• 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

Payroll

• Dispatching work requests and cases
• Dispatching transactions while identifying correct owners
• Monitoring and closing of dispatched transactions
• Tracking of work requests, cases and transactions received and dispatched
• Performing simple transactions
• Performing volume driven transactions
• Make decisions based on document business process
• Perform controls and peer to peer validation
• Compilation and processing of transactional Payroll Data. This requires teaming/collaboration with other teams that deliver payments/deductions via payroll.
  

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

About Business Unit IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter business by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.

Your Life @ IBM Are you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

About IBM IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location Statement For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.