IBM

Manager - Contact Center

Posted On

Nov. 11, 2024

Location

Bangalore, Karnataka

Experience Level

Professional

Job Type

Permanent

Apply By

Nov. 29, 2024

Job Description

Introduction
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. 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. Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you’ll be encouraged to challenge the norm, investigate ideas outside of your role and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centres on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your Role and Responsibilities

Lead the Payroll Vertical, Client & Stakeholder Management at a Service Delivery Level
Lead, Mentor, Guide & Manage a Team of Payroll Professionals
Support Service Delivery by Validating & Signing Off on Payroll Processing Activities
Responsible for running Payroll Transformation Initiatives thus leading to better Service Delivery by way of bringing in Effectiveness and Efficiencies within the process & Cost Savings for the Organization & the Client
Provide the client with support and data for internal and external audits. Ensure compliance to existing standards and other applicable laws.
Implement internal control measures and perform compliance testing to ensure that processes meet business controls requirements
Monitor & Maintain Service Level Agreement (SLA) and/or Internal Measures for the processes handled
Document monthly scorecard, including issue/resolution tracking, running of regular control reports and track volume metrics
Create Root Cause Analysis (RCA) / Corrective Action & Preventive Action (CAPA) Plans for any service delivery upset or misses
Create, update and review documentation related to processing, reports and job aids used to manage data into the HR database
Identify, investigate, analyse, and resolve Issues identified within process
Run simple to complex queries and generate different reports as needed

Required Technical and Professional Expertise

Graduate / Post-Graduate (MBA HR will be preferred)
Excellent communication skills in English both oral & written
12 – 15 years of overall experience with minimum of 8 - 10 years in E2E payroll processing in any International IT / ITES Company (with Direct Reporting Team Management Experience of at least 4 years)
Should have at least 5 -7 years of experience catering to US & CA Payroll Processing & should be the Current Role
Extensive & hands on knowledge on SF Employee Central Payroll & Kronos
Excellent Stakeholder skills – ability to communicate to all people at all levels within the organization. Must have the ability to resolve difficult customer service issues
Ability to manage multiple, diverse priorities under time pressure to meet key customer and financial deadlines
Ability to pre-empt potential issues and reprioritize work to meet ever changing needs of customers both internal and external; proactively follows up with key customers on resolution and action plans
Ability to think through complex issues and situations and develop robust, well thought out solutions which meet the need of the business
Ability to communicate to all people at all levels within the organization. Must have the ability to resolve difficult customer service issues
High degree of numeracy skills with meticulous attention to details
Ability to work well within the team
Ambitious individual who can work under their own direction towards agreed targets/goals
Should have a valid passport

Preferred Technical and Professional Expertise

Should have excellent communication skills (oral & written) in English
Should have strong hands-on knowledge on SF Employee Central Payroll
Should have extensive knowledge of Payroll Processing for US & CA Regions
Should be from Payroll Processing (E2E) background

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.

This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.

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.

Location Statement

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.

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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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