HR Service Administrator - Fresh Graduates (Rolling Intake)

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.