Introduction
The HR Advisor's job role covers Employee Data Management (EDM), a series of complex and diverse processes, which involves validation of requests, processing of transactions in the HR systems and creating contracts and addendum letters. The HR data maintenance has a direct impact on payroll administration, therefore timeliness and accuracy have a pivotal role in IBM meeting contractual requirements towards its customers.
EDM consist of different cross-process transactions including: Personal data change, Organization Data Management, Generic Life Event Management, Absence, Newhire and Exit Administration. It can also include standard and ad hoc bulk reporting. For some accounts Global Mobility and Mass Loads are also part of the EDM scope.
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The HR Advisor performs the above activities for a designated country or countries as per management requirements.
Your role and responsibilities
The HR Advisor (Contact Center) supports client employees and managers with their questions related to HR policies, tools (including portal navigation) and processes. If the inquiry can not resolved in the received call, chat or email the HR Advisor is the interface between the customer and the customer's HR or Payroll department.
Responsibilities:
Contact Center responsibilities:
* Handle telephone calls, e-mail and chat queries,
* Communicate effectively to the customers on HR policy, processes and tools
* Take ownership of the resolution of callers' issues, giving guidance and solving problems at the first point of contact whenever possible and within the target response time. Escalate issues to client HR as per process
* Log and track enquiries to resolution following workplace processes and guidelines;
* Work as a member of a team to minimize customer wait times, maximize customer satisfaction and response accuracy;
EDM (Employee Data Management) Responsibilities:
* Process EDM transactions/reports independently in the HR system as per documented procedure (DTP) in timely and accurate manner according to the SLAs
* End-to-end ownership and resolution on EDM cases (incl. research, regular follow ups and proper communication of current status and final outcome to the requestor);
* Analysis and resolution of escalations and special requests;
* Cooperate cross-country/center if needed to ensure resolution of designated transactions / cases;
* For some accounts cooperate with other process areas (eg. Payroll in case of any escalation, last minute data entry and any needed review of transactions / cases.)
* Comply with tracking/administration requirements in relevant systems and repositories;
* Proactively identify trends and areas for improvement (including DTP gaps or obsolete information) and suggest resolution to management/EDM SME
* Contribute to DTP updates
* Perform and document quality checks as documented and required by management
Required education
None
Preferred education
None
Required technical and professional expertise
* Communication:
* Language skills: Fluent / Native in writing and speaking in English and in Dutch
* Computer literacy: Word, Excel, Explorer
* Adaptability
* Ability to work under pressure.
* Quickly think of new approaches and solutions in response to changing demands.
* Adjust plans, goals and priorities to deal with changing situations
* Client Focus
* Understand the client's organization, business objectives and environment.
* Recommend solutions that meet the client's needs and objectives.
* Respond to cases and ad hoc/official requests included in the processes quickly, completely and accurately.
* Problem Solving.
* Excellent analytical and organizational skills.
* Identify alternative solutions to address problems or issues.
* Suggest improvements to procedures and processes that enhance quality and efficiency.
* Teamwork & Collaboration
* Work well with people whose background, culture, language or work style differs from one's own.
* Demonstrate flexibility in dealing with others in order to achieve win-win solutions
General requirements:
* Ensure teamwork and knowledge management by sharing information with colleagues and country process teams;
* Alert management regarding out of scope requests, client escalations, complaints and potential SLA misses;
* Ensure productivity and high level occupancy;
* Inform your management about any relevant increase/decrease of workload;
* Proactively participate in cross departmental teaming and projects;
* Follow business controls guidelines, corporate instructions and internal processes during work.
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
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Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
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ABOUT IBM
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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.
IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.
OTHER RELEVANT JOB DETAILS
IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.