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Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

Service Delivery Management: Ensure all Service Level Agreement (SLAs) are met across account or region handled

Performance Metrics: Review, report and manage team’s performance metrics – SLA, internal measures, utilization/cost, productivity, QA, etc.

Documentation Update: Ensure all process documents are up-to-date to reflect how current processes are being performed. Documents should be posted in the relevant repository database

Team Meetings: Organize and conduct regular team meetings to cascade information and gather inputs, feedbacks, concerns from the team and work on addressing them

Volumes Management: Monitor team’s incoming work and any open balance for the day including peaks & valley, and seasonal processing (e.g. annual enrollment)

Escalation Process: Act as the primary point of contact for general issues/queries raised in process(es) covered (e.g. projects, issue & resolution tracking until closure, exception handling, audits, etc.)

Business Controls: Ensure that business control guidelines are followed and implemented by Practitioners for their respective process area (MSA, SOX, compliance testing, SOD, SAS 70, ISO, BCP, etc.)

Issue Resolution and RCA: Perform Root Cause Analysis (RCA) whenever required and ensure all action items are closed on time. All issues should be properly logged in the issue management system.

Training: Educate new and current train team members for their process areas and provide support and coaching as needed to deliver quality service to client

Back-Up System: Ensure strong back-up system is in place.

Quality Assurance: Reviews all QA Metrics and addresses with actions to improve.

Process Improvements: Identify opportunity areas, design new processes, and implement new/improved solutions to improve results and increase productivity.

Change Management
Receives PCR/RFS raised by clients and initiates discussions with the relevant parties in the change management system. Ensures that system-related PCRs/requests are complete and business requirements are clearly identified
Maintain Change Management Tracking process.

Financial Management: supports the CSM/HRDM in managing financial performance of the account in accordance with planned budget
CLEAR Volumes (Internal Deadline - 4WD): Prepares and uploads the volume.

Report Generation: supports the CSM/HRDM in generating the Account Reports.
? Submits Weekly Account report showing the Account overall health and performance, wins, key risks as well as challenges.

Team Meetings: Prepares report and participate in regular Team Meetings / Operational Reviews across processes to cascade information and gather inputs, feedback, concerns from the team and work on addressing them.

Business Continuity Planning:
Participate and coordinate crisis management (manage cross-process critical situations, manage follow through on action items and the communication around it to all stakeholders – site management, client and PMO).

Ensure Account BCP is updated on monthly or regular basis, tested and validated on annual basis.

Maintains strong relationship with Client’s Subject Matter Experts

• Identifies innovation and process optimization opportunities
  Ensure collaborative environment is fostered within and across teams through Agile practices and
  principles.
• Contract knowledge: Maintains current knowledge of the account’s contract, specifically the Talent
  Services statement of work (SOW), service level achievement (SLA) definitions, and other
  contractual obligations.
• Process management: Establishes, implements, and/or cascades process execution standards
  such as control points, internal timelines, quality audit guidelines, etc.; performs quality audits as
  needed Service delivery management: Creates the SLA reports and provides complete
  documentation on SLA waivers as needed; ensures all SLAs are consistently met; alerts the team
  to critical updates and potential risks in a timely manner.
• Process mastery: Serves as a consultant for daily operational activities; provides mentorship to
  practitioners
• Performance management: Coordinates with the Tower Lead and HR Delivery Managers (HRDMs)
  in addressing practitioners’ performance; identifies and recommends actions to correct and/or
  improve practitioners’ performance; provides feedback on practitioners’ performance to be used in
  skills evaluation
• Process improvement: Identifies areas of opportunity for improving efficiency, accuracy, and other
  operational measures of excellence; implements process improvement solutions; assists and
  provides input on the development of automation projects identified by the practitioners
• Issue management: Identifies potential and actual process execution risks and escalates them to
  the client and/or to the Tower Lead based on severity and extent; proposes alternate solutions to
  risks and/or issues (potential or actual
• Operations reviews: Presents data and provides relevant input or updates for operational and
  account dashboards
• Business continuity planning: Identifies practitioner back-up systems and communicates them to
  the Client
• Serves as the point of contact for the client governance team on certain Center-specific matters
  impacting the account’s deliverables and issues
• Process documentation: Creates process documents, job aids, and reference materials that
  accurately reflect the client-approved process execution.
• Audits: Supports business controls review activities by preparing, reviewing, and/or uploading
  required audit documentation within specified timelines.
• Makes an initial evaluation of simple client requests to determine scope and impact to headcount
  allocation, process, time, etc.; seeks the assistance of the Tower Lead, BOM, and/or HRDMs as
  appropriate
• At the management team’s discretion, assesses the technical capability of applicants and new
  hires to determine job fit
• Oversees the process certification activities for new hires and existing practitioners
• Provides input to the HRDMs on the assignment and distribution of work
• Provides process coaching and training for practitioners
• Ensures and manages own compliance to IBM and account deliverables, guidelines, and policies;
  manage own learning and development activities
• Supports Center-level initiatives and priorities

Required education

Bachelor's Degree

Required technical and professional expertise

• This skill refers to the ability to apply process innovation principles and methodologies in the Human Resources Operations domain. This skillset encompasses understanding and adapting to new processes, identifying areas for improvement, and implementing changes to optimize efficiency, productivity, and employee experience.
• Experience with an LMS tool (1-2 years) as an administrator is a must.
• Trainer/Education background is a must, with 1-2 years experience.
• Proficient in advanced excel and can create reports from multiple data sources.

Preferred technical and professional experience

• 4-6 years, College or Non-College Grad
• Experience with an LMS tool (1-2 years) as an administrator is a must.
• Trainer/Education background is a must, with 1-2 years experience.
• Ability to prioritize tasks, manage multiple priorities and tight deadlines
• Highly organized, analytical, results-oriented and has keen on details
• Required Technical and Professional Expertise
  • Ability to convert global business requirements into learning solutions for consumption by a global audience;
  • strong knowledge of the IBM Consulting organization and strategy and how this translates to evolving learning needs;
  • proactive self-starter; strong consultative, critical thinking, and analytical skills;
  • Effective teaming skills with stakeholders at varying levels of and across entities;
  • executive-level communication (both written and verbal), influencing and project management