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Your Role and Responsibilities
Role Mission: Provides HR support to to IBM employees by answering queries and processing requests/transactions through email, chat and phone.
Skills/Abilities required include:
Excellent oral and written communication skills
Developed computer skills for MS Office
Excellent product knowledge and client HR processes
Excellent Customer Service Skills
Ability to handle multiple tasks
Ability to adhere to all organizational policies and procedures
Major Job Duties & Detail
Provides support via phone/email/chat from employees and answer questions, as well as question employees to obtain full understanding of what information is being requested.
Supports processing of requests regarding employee data in HR@IBM tools
Educate employees on HR policies and processes whenever necessary
Document all calls/emails/chat with regards to employee's inquiries accurately using HR@IBM tools.
Provide quality customer service on every call/email/chat.
Ensure accurate and timely ticket resolution.
Understand and execute the team's Key Performance Metrics/Service Level of Agreements.
Performs other tasks as required such as but not limited to the following :
Lead process training for his/her team
Coordinate with the function teams on process clarification or case follow up
Work with his/her team/Team Leader/support team/Manager on process improvements/update, participate on projects
Handle more than one process, including processes of other delivery centers as part of cross-training.
Communicate clearly and effectively with participants
Manages the end to end handling of HR specific employee and manager queries. Simple to Complex and is the initial point of contact for HR advisors for questions and clarifications.
Willing to go on shifting schedule if needed
Willing to render pre, post and weekend overtime.
Willing to be cross-trained to other processes/delivery centers.
Willing to assist other processes including the function teams when needed.
Willing to adjust to any requirement set by operations.
Interaction with others
Communication with internal and external functional areas as required.
Required Technical and Professional Expertise
Preferred Technical and Professional Expertise
About Business UnitIBM Corporate Headquarters (CHQ) team represents a variety of functions such as marketing, finance, legal, operations, HR, and more, all working together to solve some of the world's most complex problems, help our clients achieve success and build collaborative work environments for IBMers.
Your Life @ IBMWhat 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 IBMIBM'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 StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM 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.