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
A Service Center HR Administrator agent is responsible for the organization, timely and accurate
processing of fast
- pace transactions, related to EDM inputs processes and tasks needed to achieve
contractual SLA/KPIs and client expectations. They are also responsible to answer calls, chats and
a high quality, customer focused service to external and internal clients. They are responsible for
processing high volumes of work assignments for several regions. They ensure that practices and
procedures are adopted and followed as necessary. They must ensure to follow all process controls
defined in each process. They assume additional responsibilities as assigned.
Major Duties:
- Enter and/or update data accurately and comply with SLA.
- Perform audits and controls.
- Complete reports, documents and letters required as per process.
- Attend calls and chats, customer service services
- Manage tickets/requests within the HR and ticketing system
- Train other peers in the same role.
- Back up for other roles or accounts when necessary.
Communication/Negotiation:
- Has excellent communication skills, both verbal and written.
- Has excellent interpersonal skills and the ability to build effective networks.
- Has high level Portuguese skills, both verbal and written
Required Technical and Professional Expertise
- Has knowledge of HR delivery programs, such as ServiceNow, Workday, or any other ERP as client
required.
- Has strong knowledge in key functional processes.
- Has data processing skills including use of excel spreadsheets, reports, and databases at a basic level.
- Has strong organizational skills.
- Has excellent time management skills.
- Has strong understanding and experience of the business controls requirements.
- Focuses on individual/team/department and operational objectives developing professional
effectiveness.
- Uses acquired experience/knowledge for relationship building and training.
- Draws upon professional concepts to collaborate with others to carry out assigned duties.
- Shift: from 1am to 8am or 8 am to 5 pm.
- Portuguese Mandatory, English optional.
Preferred Technical and Professional Expertise
Problem Solving:
- Ability to drive simple tasks/reports/transactions for resolution purposes.
- Recognizes job-related problems.
Contribution/Leadership:
- Works individually or as a team member, may set work priorities within well established procedures or
objectives.
- Ensures that client reports issues/concerns to be followed through resolution.
- Works under medium level of supervision.
- Ensures that documentation process or Business Controls requirements are up to date for own area of
specialty.
- Gets pro-actively involved in cross departmental teaming.
Impact on Business/Scope:
- Is accountable for individual results and impact on team and department and interrelated activities.
- Is accountable for the customer satisfaction results of the client supported.
- Ensures that operating procedures are maintained and understood.
About Business UnitIBM 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.
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 stri