HR Advisor (Fluent French)

Job description

Objective of the job:

The HR@IBM Advisor is the first point of contact for employees' HR / Travel & Expense / Payroll queries and provides back office HR administration support to the specific country/ies depending on language skills.

Employees and managers' requests can be sent via email, chat or telephone and often the HR@IBM Advisors would not know from one hour to the next what type of queries they are going to receive.

The HR@IBM Advisor is responsible for timely, accurate and complete end to end ownership and resolution of queries and transactions received.
HR@IBM Advisor may play the role of a case manager, by managing all processes related to the case, playing a key role for trending, gap analysis and process simplification.

Responsibilities:

·  Take ownership of the resolution of employees' issues, giving guidance and solving problems as the first point of contact whenever possible within the target response time.
·  Log and track enquiries through to resolution using workplace processes and guidelines
·  Communicate effectively to our customers on HR /Travel & Expense / Payroll and HR Tools usability, as well as on global and/or country specific policies and processes, providing education where necessary.
·  Work as a member of a team to minimize customer wait times, maximize customer satisfaction and response accuracy
·  Participate in information sharing with other team members. Identify trends and pass recommendations to the management.
·  Ensure productivity and high-level utilization
·  Follow business controls guidelines, corporate instructions and internal processes during work
·  Research, resolution and proper communication of cases outcome to the employee.
·  Analysis and resolution of escalations and special requests
·  Provide follow up calls or emails with case updates and/or case resolutions within the required time frame.
·  Follow up and ensure KPI compliance and proper resolution for cases transferred to back office or third parties
·  Supports different countries / processes based on language skills and operational needs
·  Gather data for complex case analysis to provide feedback on case creation and case resolution
·  Owns the resolution of complex employee's and line management's queries ensuring timely, accurate and value add responses
·  Delivers region or country specific training/coaching to junior colleagues on an ongoing basis
·  Proactively involved in cross departmental teaming and projects
·  Providing guidance and support on a specific IMT HR process as well as acting as contact person for the process owners in the countries
·  Act as a focal point for all knowledge management in the particular area for the country/ies supported.
·  Continuously reviews and updates knowledge base
·  Ensure all KPIs are met
·  Notify the management about any upcoming request from the in-country HR Departments which is not currently in scope for the service
·  Proactively inform management about any significant increase/decrease of workload
·  Supports the HR Specialist Teams (and EMEA country HR) with the administration of policies
·  Updates the HR database with certain employee details/detail changes
·  Keeps process documents such as DTPs and Job Aids updated on a regular basis
·  Performs and documents regular compliance testing in accordance to the Business Controls guidelines relating to the EDM processes
·  Carries out any additional project work or duties
·  Is involved in transitions, both in and out, if needed
·  Acts in accordance of IBM's Data Security Guidelines

Auto req ID

171820BR
Required Education

High School Diploma/GED
Role ( Job Role )

HR Service Administrator
State / Province

BUDAPEST
Primary job category

Human Resources
Company

(0812) IBM Hungary International Shared Services Center LTD.
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

CHQ/OTH
Preferred Education

High School Diploma/GED
City / Township / Village

BUDAPEST
EO Statement

IBM 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  English: Fluent
·  French: Fluent
·  Excellent communication and listening skills
·  Strong analytical skills
·  Strong technical skills
·  Accuracy and attention to details because of sensitive personal information
·  Highly customer service oriented
·  Ability to work well under pressure
·  Ability to assimilate large amounts of information in a relatively short period of time
·  Multitasking
·  Highly motivated individual
·  Strong team player
Country/Region

Hungary
Preferred Technical and Professional Experience

·  Previous HR and/or Contact Center experience is desirable
Eligibility Requirements

none
Position Type

Early Professional
Early Professional Track

Not Applicable - Professional Hire
New Collar Role

No