The posting
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
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
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.
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;
