IBM HR Advisor (Fluent French) in BUDAPEST, Hungary
The HR Advisor is the first point of contact for employees’ HR or Expense reimbursement queries and supports specific country/ies depending on language skills. Employee’s inquiries can be sent via email, chat or telephone and often the HR Advisors would not know from one hour to the next what type of queries they are going to receive. The HR Advisor is responsible for timely, accurate and complete end to end ownership and resolution of queries received.HR Advisor may play the role of a case manager. He/she must manage all processes related to the case updates and resolution as well as having a key role for trending and gap analysis from the cases created.In case required, also covers CFP (Country Focal Point) activities and provides training/coaching for newcomers / junior team members. Role and Responsibilities:
Take ownership of the resolution of employees’ issues, giving guidance and solving problems at 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/Expense tools and usability, as well as on country specific policies and processes, providing education where necessary.
Work as a member of a team to minimise customer wait times, maximise 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 utilisation
Follow business controls guidelines, corporate instructions and internal processes during work
Research, resolution and proper communication of cases outcome to the employee.
Analysis and resolution of escalations and special requests
Providing 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
Gather data for complex case analysis to provide feedback on case creation and case resolution
Owns the resolution of complex employee’s and line management’s queries ensuring timely, accurate and value add responses
Delivers IMT or country specific training/coaching to junior colleagues on an ongoing basis
Proactively involved in cross departmental teaming and projects
Providing guidance and support on a specific IMT HR process as well as acting as contact person for the process owners in the countries
Assists in call-taking to cover CSAs upon management request
If required, acts as Country Focal Point (coordinating requests from countries for support, providing pre-announcement review of any country announcement, acting as contact person for Country HR management, HR Partners, HR Admin on any issues not specific to designated process areas, e.g. Customer Satisfaction) and/or Process Focal Point (coordinating activities in conjunction with the line manager’s guidance) as required
CFPs gather feedbacks on upcoming increase of scope/out of scope/undetermined client request and passes them to the management
CFPs are responsible for Customer Satisfaction action plan in case of drop in KPIs
Act as a focal point for all knowledge management in the particular area for the country supported.
Continuously reviews and updates knowledge base
Ensure all KPIs are met
Notify the management about any upcoming request from the in-country HR Departments which is not currently in scope for the service
Proactively inform management about any relevant significant increase/decrease of workload
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
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.