![Mobile Think Beyond The Label Logo](https://dn9tckvz2rpxv.cloudfront.net/thinkbeyondthelabel.jobs/logo_header_b-w.png)
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
About Business UnitIBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.
Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
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.
Are you ready to be an IBMer?
About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
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.
Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.