TA Delivery Process Owner (RPO)

Ready to help build IBM’s biggest asset - its talent? As a Recruitment Professional, you serve an integral role as the main point of contact for both candidates and hiring managers, guiding them through the full recruiting lifecycle. Work with a team using the most innovative approaches to attraction, sourcing, selection, interviewing, offering, and closing. This is an opportunity to shape IBM’s future. Start your journey now! ▪ Contract knowledge: Maintains current knowledge of the account contract, specifically the Talent Services statement of work (SOW), service level achievement (SLA) definitions, and other contractual obligations   ▪ Process management: Establishes, implements, and/or cascades process execution standards such as control points, internal timelines, quality audit guidelines, etc.; performs quality audits as needed   ▪ Service delivery management: Creates the SLA reports and provides complete documentation on SLA waivers as needed; ensures all SLAs are consistently met; alerts the team to critical updates and potential risks in a timely manner   ▪ Process mastery: Serves as a consultant for daily operational activities; provides mentorship to practitioners   ▪ Performance management: Coordinates with the Tower Lead and Delivery Managers (DMs) in addressing practitioners’ performance; identifies and recommends actions to correct and/or improve practitioners’ performance; provides feedback on practitioners’ performance to be used in skills evaluation   ▪ Process improvement: Identifies areas of opportunity for improving efficiency, accuracy, and other operational measures of excellence; implements process improvement solutions; assists and provides input on the development of automation projects identified by the practitioners; identifies process-related requirements in relation to system changes; makes recommendations to identified solutions if they have adverse impact on existing processes; participates in continuous improvement workshops   ▪ Issue management: Identifies potential and actual process execution risks and escalates them to the client and/or to the Tower Lead based on severity and extent; proposes alternate solutions to risks and/or issues (potential or actual; receives and responds to client escalations as the first point-of-contact; initiates discussions with the Tower Lead for issues raised by the client; leads the root cause analysis (RCA) exercise for defects, escalations, and/or delivery misses   ▪ Operations reviews: Presents data and provides relevant input or updates for operational and account dashboards   ▪ Operations governance: Participates in regular team meetings (process-, account governance-, or administrative-related) or operational reviews with the account’s management team; leads and/or participates in regular team discussions on operational deliverables; cascades process-related information to practitioners; gathers inputs from practitioners and escalates them to the Manila account leadership team for resolution.   ▪ Operations enablement: Identify blockers to process execution and implement solutions to contain, correct, and/or prevent them; submits access requests to client-owned tools   ▪ Business continuity planning: Identifies practitioner back-up systems and communicates them to the client; coordinates with the account management team in assessing critical process execution activities to ensure coverage during crises   ▪ Identifies and implements activities for process knowledge dissemination and retention   ▪ Collaborates with the account trainer in the creation and maintenance of knowledge management materials (training curricula, remediation plans, bi-weekly quizzes, etc.)   ▪ Establishes process mastery criteria for practitioners depending on their function and job level   ▪ Leads the discussions on process know-how; monitors adherence to established processes and client-provided guidelines; cascades process changes to the practitioners and management team through in-person updates or electronic alerts (via Slack or email)   ▪ Maintains copies of process references in easily accessible and IBM-vetted repositories for the practitioners’ use   ▪ Serves as the point of contact for the client governance team on certain Center-specific matters impacting account deliverables and issues   ▪ Facilitates regular client calls to discuss requisition progress   ▪ Discusses the issues and applicable root cause analysis with the CSM and Delivery Manager   ▪ Process documentation: Creates process documents, job aids, and reference materials that accurately reflect the client-approved process execution. Updates existing process documents based on either Center- or account-specified timelines, or whenever processes are changed due to innovation or client demands.   ▪ Audits: Supports business controls review activities by preparing, reviewing, and/or uploading required audit documentation (local compliance testing, ASOD, ASCA, records matrix, etc.) within specified timelines. Provides input to DMs and Business Operations Manager (BOM) for SOX, KCO, and related audits. Aids in the application of the necessary actions to contain, correct, and/or prevent identified defects.   ▪ Makes an initial evaluation of simple client requests to determine scope and impact to headcount allocation, process, time, etc.; seeks assistance of the Tower Lead, BOM, and/or DMs as appropriate   ▪ Consults with the Tower Lead on change management requirements   ▪ Adheres and follows through on identified change management plans   ▪ Aids in the creation of in-scope service requests (ISSRs) and ensures all required approvals are received   ▪ At the management team’s discretion, assesses the technical capability of applicants and new hires to determine job fit   ▪ Oversees the process certification activities for new hires and existing practitioners   ▪ Provides input to the DMs on the assignment and distribution of work   ▪ Provides process coaching and training for practitioners   ▪ Ensures and manages own compliance with IBM and account deliverables, guidelines, and policies; manage own learning and development activities  ▪ Account level: Supports the account’s project management team in account planning and execution of projects and/or action plans to achieve expected outcomes within the identified timelines   ▪ Supports Center-level initiatives and priorities ▪ Bachelor’s degree  ▪ At least tee (3) years of work experience in recruitment  ▪ Above-average written and oral communication skills  ▪ Use of MS Office applications (Word, Excel, PowerPoint, Visio, Outlook)  ▪ Experience with applicant tracking and/or information systems such as SuccessFactors, Taleo, BrassRing, Virtual Edge, Oracle, PeopleSoft, or similar technology  ▪ Experience with managing volume recruitment  ▪ Understanding of the end-to-end recruitment cycle including sourcing, screening, selection, offer management, and onboarding  ▪ Previous experience involving direct client interaction and issue management in the course of the executing hiring plans and strategies  ▪ Knowledge in the monitoring, analysis, and presentation of operational data and/or metrics ▪ At least tee (3) years of work experience in recruitment in the BPO industry or recruitment process outsourcing  ▪ Familiarity of US geography, culture, hiring laws, and employment requirements  ▪ Knowledge of the airline industry or airline operations  ▪ Project management and/or change management Philippines Enterprise Operations Hybrid Professional QUEZON CITY, PH QUEZON CITY (0856) IBM Business Services Business Process Outsourcing Change Management Edge Geography Recruitment Management Microsoft Office Onboarding PeopleSoft Presentations Project Management Recruitment Process Outsourcing Renting Sourcing SAP SuccessFactors Taleo Visio BrassRing Oracle Oral Communication Issue Management Information Systems Medical Screening Technology