Job Information
IBM Process Delivery Specialist-Human Resources Operations (Payroll) in Quezon City, Philippines
Introduction
This is a highly cross functional role, an integral part of our International Payroll (IP) team. A work with a diverse user base of employees and stakeholders to solve their most challenging issues spanning the entire Payroll process. Utilize our flagship payroll tools, such as Salesforce POpsConnect ticketing system and SAP ECP environment, to actively support users in EMEA, APAC and LATAM scopes. Provide suggestions, enhancements and other process improvements to ensure we are constantly improving the user experience. Love great customer support and are driven to make people rave about their great experiences.
Your Role and Responsibilities
Identify and investigate easy to intermediate problems raised by our user base (employees and stakeholders) related to Payroll concerns.
Communicate effectively and timely to resolve issues.
Perform basic processing requests such as new hire documents intake, explaining Payroll processes or verifying ex-employee identity for sensitive information updates
Contribute to group success of meeting and/or exceeding operational metrics (SLAs) Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools
Collaborate with global set of IBM team members also working on Payroll processes Provides end to end excellent customer service
Required Technical and Professional Expertise
BA/BS degree (In lieu of degree, relevant skills or equivalent experience)
Minimum 6 months relevant work experience in a call center, customer support, or help desk role
Strong soft skills including proven ability to turn frustrated customers into happy customers, and communicate to employees at all levels within the organization
Excellent communication skills including full working knowledge of written and spoken English Ability to work mid shift (afternoon) hours to support EMEA business hours (for MNL resources only)
Experience working with finance or accounting-related products
Attention to detail with the ability to effectively multitask and work independently
Experience with Google Docs suite of products
Previous experience with a major service ticket or incident management system (e.g.POpsConnect, GUTS) is a plus
Additional languages are a plus
Knowledgeable in creating desktop procedures (DTP)
Preferred Technical and Professional Expertise
N/A
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Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
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