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
Employee Data Management
• Reviews validity and completeness of requests
• Provides the client with support and data for any internal and external audits. Ensure compliance to the client’s existing standards.
• Implements internal control measures and conducts monthly compliance testing to ensure that processes meet business controls requirements
• Create, update and review documentation related to processing, reports and job aides used to manage data into the HR database
• Train new employees of the team on work-related tasks
• Train team on changes in processes and procedures
• Maintains daily tracking of transactions received, processed, and pending.
• Provide Monthly Reports to Team Lead
Contact Center
• Handles end to end case management process in accordance to agreed time and quality standards.
• Follow up escalated cases through the 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.
• Documents all calls with regards to caller’s inquiries accurately using Call Tracking System.
Required Technical and Professional Expertise
Bachelor's Degree required
Proficient in bothJapanese and English
2-3 Years of experience in the same field
Proficient in Microsoft Office applications such as Word, Excel & PowerPoint
Knowledge of and experience with SAP, Peoplesoft, and other HRMS applications is an advantage
Preferred Technical and Professional Expertise
Leadership:Above Average ability to effectively lead a team to achieve common goals, with passion for quality, and ownership in accomplishing challenging tasks
Project Management: Above Average applied knowledge of Project Management Skills.
Analytical and Problem Solving Skills:Excellent Ability to analyze errors/complex situations and implement appropriate solutions and preventive action plans for the team
Interpersonal Skills:Above Average ability to build rapport and effective business collaboration/relationships with key customers and contacts
Communication Skills:above Average Level; confident and able to communicate and influence people at all levels
Values:with unquestionable integrity, able to deal with highly personal, confidential information
Maturity:Excellent ability to maintain composure under pressure. High level of maturity and sense of responsibility.
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 businesses 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
What matters to you when you’re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
