Sr. Process Analyst Human Resource Operations - Payroll

Introduction
A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of Consulting that, accelerates digital transformation using agile methodologies, process mining, and AI-powered workflows.

You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including IBM Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you’ll be supported by mentors and coaches who will encourage you to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in groundbreaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and learning opportunities in an environment that embraces your unique skills and experience.

Your Role and Responsibilities
As Service Associate -Payroll, you will be supporting the end-to-end payroll related activities while ensuring you are in adherence to the policies and processes.

• Process any payroll data in accordance with legal, IBM and the customer requirements related to personal data protection
• Ensure the timeliness of payroll processing (sending inputs to payroll services providers, approving payrolls)
• Ensure the timeliness of payroll payments processing (requesting uploads and payments releases, uploading payroll payments into the bank system, monitoring the rejected payments)
• Carry out the validation of payroll inputs and the reconciliation of output files and properly handle any discovered errors/discrepancies
• Monitor execution of compliance activities if required
• Perform any activities related to electronic payslips handling
• Communicate any risks to payroll process or deadlines in accordance with escalation paths
• Interact with employees, client, payroll stakeholders or third party providers to process payroll data and ensure the correct and timely pay
• Report the status of payroll cycle in a timely and accurate manner
• Support year end processes or any other country specific processes not related to monthly payroll cycle
• Initiate and actively supporting any continuous improvement activities or other process and/or tools improvements using the existing change management channels

Required Professional & Technical Expertise

• 2-3 years’ experience in payroll operations for any International IT / ITES Company
• Good communication skills in English both oral & written
• Strong knowledge of MS Excel and MS Word
• 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
• Effectively Works with Others – Works well with internal customers and external suppliers and can positively influence others in problem solving and work process improvements
• Excellent Customer Service skills – 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 Team work – the ability to work well within the team is key to this role

Required Technical and Professional Expertise

• Graduate/Postgraduate (MBA HR is preferred) with 3-5 years of experience in HR Contact Centre for any International IT / ITES Company.
• Proficient in addressing HR Contact Center Operations queries through Inbound Calls, Chat, and Email.
• Proactively anticipates potential issues, adjusts work priorities to meet evolving customer needs, and initiates follow-ups with key customers on resolutions and action plans.
• Effectively collaborates with internal and external stakeholders, and positively influences problem-solving and process improvements.
• Demonstrates excellent customer service skills, communicating effectively across all organizational levels, and adeptly resolves challenging customer service issues.

Preferred Technical and Professional Expertise

• Proficient in MS Office applications.
• Excellent communication skills in English both oral and written.
• Self-directed and ambitious achiever, Meeting targets effectively.
• Demonstrated ability to analyze complex data, complemented by strong interpersonal and organizational skills.