HR - Contact Center Team Lead (Fixed Term Hire)

Job description

The HR Delivery Process Owner is responsible for the leadership of a designated process / service line. Their key responsibilities are in the areas of process co-ordination and process development. They are responsible for ensuring that a continuous improvement plan for their service, including use of Six Sigma, is in place. They are responsible for optimizing performance against Service Level Agreements; they may have budget responsibility; they are responsible for developing leadership expertise / SME knowledge in their service line. They are responsible for project management, portfolio, transformation initiatives, compliance (business controls, internal controls, separation of duties, compliance testing) and also have ownership of the Business Continuity Plan. The employee focuses on individual/team objectives and development of professional effectiveness.

Responsible for domain expertise within a country or across a cluster of countries where the external client are based, and for meeting required SLAs. They have some people management responsibility (training, on the job performance and coaching). They are accountable for ensuring legal and regulatory compliance of their process for a country, in collaboration with Local Delivery resources.

Environment:
Professional knowledge related to incumbent's position, team, and department. Requires ability to absorb professional knowledge quickly and develop skills.

Communication/Negotiation:
Draw upon professional concepts to collaborate with others to carry out assigned duties. Negotiation is required.

Problem Solving:
Recognize job-related problems. analyze causes using existing techniques or tools, prepare and recommend solution alternatives. Challenge the validity of given procedures and processes with the intent to enhance and improve.

Contribution/Leadership :
Works on professional projects; work is often reviewed for developmental purposes.
Understand the standard mission of the professional group and vision in own area of competence. May directly influence people in own project. Position may require coordination of activities of less experienced or less knowledgeable team members.

Impact on Business/Scope :
Accountable for individual or team results. May contribute by supporting activities that are subject to business measurements, impact customer satisfaction, or impact immediate costs or expenses.
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Auto req ID

335318BR
Required Education

Bachelor's Degree
Role ( Job Role )

HR Delivery Process Owner
State / Province

NATIONAL CAPITAL REGION (MANILA)
Primary job category

Human Resources
Company

(0856) IBM Business Services
Contract type

Fixed Term - Long Term
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GBS
Preferred Education

Bachelor's Degree
City / Township / Village

Quezon City
Being You @ IBM

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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  You possess at least a Bachelor's/College Degree, Psychology / Human Resource Management, Business Studies/Administration/Management or equivalent
·  Should have at least 3-6 years of relevant experience
·  Excellent oral & written English communication skills.
·  Amenable to work on a client-based schedule (Night Shift)
·  Amenable to work in Quezon City (UP Ayala Technohub, Commonwealth Avenue)
·  Fixed Term Hire/Project Term Hire Employment Available (6-12 Months) cc2020

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Skill-keywords

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Country/Region

Philippines
Preferred Technical and Professional Experience

·  Ability to guide individuals toward goal achievement using negotiation,teamwork / collaboration, motivation and staff development skills including
·  Ability to act as a role model within the organization.
·  Ability to demonstrate innovation and good judgment/ problem solving when making decisions.
·  Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
·  Ability to coach, develop action plans, which maximize performance and provide effective feedback.
·  Proven ability to analyze and improve work processes and policies
·  Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.
·  Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel. cc2020

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Secondary Job Category

Business Outsourcing Delivery - Human Resources
Position Type

Early Professional
Early Professional Track

Industry Early Professional
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role

No
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.
Your Life @ IBM

What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.