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IBM Process Delivery Specialist-Human Resources Operations Payroll Philippines, Quezon City 235107718
04.09.2024
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)
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