HR Service Administrator - Fresh Graduates

HR Service Administrator - Fresh Graduates (Rolling Intake)

Opportunity Expired

IBM is hiring for HR Service Administrators!

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
• 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
• 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.

Hiring criteria

You should have or be completing the following to apply for this opportunity.

The opportunity is available to applicants in any of the following categories.