IBM HR Advisor (Fluent Spanish) in BUDAPEST, Hungary
The HR 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.
The HR Advisor is responsible for timely, accurate and complete end to end ownership and resolution of queries and transactions received.
Employees and managers’ requests can be sent via email, chat or telephone and often the HR Advisor would not know from one hour to the next what type of queries they are going to receive.
HR 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.
In case required, also covers team coordinator activities and provides training / coaching for newcomers / junior team members.
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.
Supports the HR Specialist Teams (and EMEA country HR) with the administration of policies
Updates the HR database with certain employee details/detail changes
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
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
Act as a focal point for all knowledge management in the particular area for the country/ies supported.
Continuously reviews and updates knowledge base
Proactively inform management about any significant increase/decrease of workload
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
Required Technical and Professional Expertise
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
Highly motivated individual
Strong team player
Preferred Tech and Prof Experience
- Previous HR and/or Contact Center experience is desirable
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.