Employee Services Lead

Employee Services Lead
(NCR)

Responsibilities

* Manages the Employee Services Team
* Ensures adherence to the Service Level Agreement
* Leads business process reengineering, consistent with regional direction.
* Educate and train team members for their process area and ensure back-up system is in place.
* Track monthly benefits scorecard, including issue and resolution tracking.
* Identify opportunity areas, design new processes, and implement new/improved solutions to improve results and increase productivity.
* Plan and organize monthly activities for the team. This requires teaming/collaboration with other teams that impact benefits administration.

Requirements

* Strong thinking and problem solving skills – able to analyze errors/complex situations and identify appropriate solutions
* Customer-oriented – demonstrates a positive attitude towards customer service
* Strong interpersonal skills – able to collaborate with people and work effectively in a team
* Strong communication skills (oral & written) – confident and able in communicating with key managers and other external contacts
* Priority setting – able to identify critical requirements and prioritize tasks
* Ability to deal with highly personal, confidential information
* Leadership – able to effectively lead a team to achieve a common goal
* Strong project management skills

Please send resume to mapet.santos@ph.ibm.com