Introduction
A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of Consulting that, accelerates digital transformation using agile methodologies, process mining, and AI-powered workflows.
You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including IBM Software and Red Hat.
Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be supported by mentors and coaches who will encourage you to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in groundbreaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and learning opportunities in an environment that embraces your unique skills and experience.
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Your role and responsibilities
• Serve as a subject matter expert for HR Contact Center and Employee Data Management processes, procedures, and best practices, providing guidance to clients, transition, and delivery teams.
• Develop and maintain a deep understanding of our HR offerings, staying current with changes and updates.
• Create contact center and employee data management solutions alongside deal teams, conduct due diligence sessions, consolidate feedback, and refine solutions.
• Support transition projects from Global Design, Knowledge Transfer, Testing, and hypercare support.
• Collaborate with other HR teams, such as benefits, compensation, talent management, talent acquisition, etc., to ensure seamless service delivery and consistency.
• Stay current with industry trends, best practices, and regulatory changes, applying knowledge to improve contact center and employee data management operations and HR services.
• Collaborate with HR representatives to resolve complex employee relations issues, providing coaching and guidance on effective resolution strategies.
• Analyse and interpret HR data and metrics to identify trends, opportunities, and areas for improvement, making recommendations to enhance contact center and employee data management performance.
• Develop and deliver training programs for our delivery teams.
• Partner with delivery teams to develop and implement process improvements, ensuring alignment with company goals and objectives.
• Provide expert advice and support on HR-related projects and initiatives, such as policy development, compliance, and employee engagement.
• Develop and maintain relationships with internal stakeholders, including management, employees, and other HR teams.
Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
• Bachelor's degree in Human Resources, Business Administration, or a related field.
• 10-12 years of experience in Human Resources processes, with a minimum of 7-10 years in contact center and employee data management operations, focusing on strategic planning, process development, execution, and project management.
• Advanced knowledge of HR policies, procedures, and best practices, including employment law, compliance, and regulatory requirements.
• In-depth knowledge of contact center and employee data management administration operations, principles, practices, and regulations.
• Excellent analytical and problem-solving skills with experience in data analysis and interpretation.
• Exceptional communication skills, both written and verbal, with the ability to convey complex information to diverse audiences effectively.
• Ability to work independently with strong organizational skills, attention to detail, and multitasking abilities.
• Strong interpersonal skills and the ability to collaborate effectively with stakeholders at all levels of the organization.
• Demonstrated strategic thinking, problem-solving, and results-driven mindset.
• Proficiency in HRIS and contact center systems/software.
• Strong coaching and training skills, with experience developing and delivering training programs for HR representatives.
• Ability to thrive in a fast-paced, dynamic environment with a focus on exceptional customer service and employee experience.
• Strong collaboration and relationship-building skills, with the ability to work effectively with internal stakeholders and cross-functional teams.
• Hands-on experience with MS Office tools and project management software.
Preferred technical and professional experience
• Experience working in a global or multi-national organization with complex HR policies and a diverse employee population.
• Knowledge of emerging trends and best practices in contact center, employee data management, and HR policies.
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
YOUR LIFE @ IBM
In 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 IBM
IBM'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.
IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.
OTHER RELEVANT JOB DETAILS
When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For additional information about location requirements, please discuss with the recruiter following submission of your application.