20 days old

HR Delivery Process Owner (RPO, Eastwood QC, Night Shift)

Quezon City, National Capital Region
  • Job Code
Ready to build IBMs workforce? 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 IBMs future. Start your journey now!

Your Role and Responsibilities
The HR Delivery Process Owner has the overall responsibility for the recruitment service line of the client and for meeting required SLAs. They have some people management responsibility (training, on the job performance and process coaching). They are accountable for ensuring legal and regulatory compliance of the recruitment process in the US, in collaboration with the client's SMEs. They are accountable for meeting compliance and control requirements for their respective process.



Client Interface:
  • Serves as point of contact for the Client Governance team on certain center specific matters impacting deliverables and issues;
  • Escalates issues to the client as soon as these are found depending on severity
  • Receives client escalations as the 1st point-of-contact (SPOC) and establishes and manages escalation process as defined per account within defined turnaround times.
  • Initiates discussion with delivery for issues raised by the clients;
  • Discusses the issues and applicable root cause analysis with the CSM, client and Talent Services Lead


Account Strategy Development and Execution:
  • Supports the CSM in account planning and execution of projects and action plans to achieve expected outcomes on a year by year basis.


Contract Knowledge:
  • Has knowledge of the client's contract, statement of work (SOW), SLA definitions and other contractual obligations specific to recruitment
Service Delivery Management:
  • Responsible in ensuring all Service Level Agreement (SLAs) are met.
Team Meetings:
  • Participates in regular Team Meetings / Operational Reviews with the Tower Services Lead/ Leads discussion on daily/weekly/monthly deliverables
CFT and Operations Reviews:
  • Provides inputs for the account dashboards and updates for their respective teams
Escalation Process:
  • Acts as a Client's point of contact for unresolved issues / escalations, resolution tracking until closure, exception handling, audits, etc.
  • Coordinates with the HR Delivery Manager if escalation is about performance of practitioner
Process Expertise:
  • Acts as the teams process expert and provides mentorship to the rest of the resources


Process Documentation:
  • Ensures that process documents are updated annually or as needed whenever processes changeUpd
  • Serves as the initial reviewer of process documents authored by the practitioners
Business Controls:
  • Supports review of business controls status regularly with business controls support for the client (upcoming deadlines, reporting requirements, issues / hot topics and audits) and feeds status back to the PMO team as required
Audit Review:
  • Acts as the focal point of the account who will work with the Business Controls POC.


Issue Resolution and RCA:
  • Prepares the Root Cause Analysis (RCA) and work with the HRDM if issues are People related.
  • Participate in presenting and discussing with the Client, Talent Services Lead or Client Services Manager as needed.


Change Management:
  • Receives Change Requests or Inscope Service raised by clients and initiates discussions with the relevant parties in the change management system.
  • Ensures that system-related change requests are complete and business requirements are clearly identified
  • Defines milestones, impact (both FTE and process impact) with the help of the Talent Services Lead and HR Delivery Managers


  • May be asked to assess technical capability of candidate;
  • May be tapped for coaching and additional training for practitioners


Capacity Planning:
  • Support HRDM in forecasting affecting results based on CI /Automation projects.


  • Generates, prepares and submits reports to HRDM, Talent Services Lead or PMO for review and approval
Team Meetings:
  • Prepares reports and participates in regular Team Meetings / Operational Reviews across processes to cascade information and gather inputs, feedback, concerns from the team and work on addressing them.


Quality Management:
  • Provides input to internal quality management processes that are implemented as applicable to their workgroups and the entire recruitment process
Quality Assurance:
  • works with HRDM for process related QA issues.


Business Continuity Planning:
  • Participates and coordinates crisis management (manage cross-process critical situations, manages follow through on action items and the communication around it to all stakeholders site management, client and PMO). Ensures Account BCP is updated on monthly or regular basis, tested and validated on annual basis


Continuous Improvement and Standardization:
  • Participates in the CI Workshops; Identifies opportunity areas, designs new processes, and implements new/improved solutions to improve results and increase productivity.

Required Professional and Technical Expertise
Bachelors degree
At least three (3) years work experience in recruitment within the BPO industry
  • Use of MS Office (Word, Excel, Powerpoint, Visio, Outlook)
  • Experience with Successfactors, HireRight, SAP and similar recruitment specific applications
  • Understanding of full end to end recruitment and hiring lifecycle, including sourcing, applicant tracking, placement and onboarding
  • Experience in matching candidate qualifications/ experience with job requirements
  • Use of recruitment technologies and practice of recruitment processes
  • Execution of hiring plans and strategies
  • Monitoring of individual and/or group performance against Key Performance indicators (KPIs)and Service Level Agreements
  • US Geography, culture, government laws and employment requirements
  • Experience in operational metrics reporting and data analysis

Preferred Professional and Technical Expertise
  • Three or more years of work experience in recruitment within the BPO industry
  • Execution of hiring plans and strategies
  • Monitoring of individual and/or group performance against Key Performance Indications (KPIs) and Service Level Agreements (SLAs)
  • US geography, culture, government laws and employment requirements
  • Experience in operational metrics reporting and data analysis

About Business Unit
IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.

Your Life @ IBM
What matters to you when youre looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBMs greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
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, 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.



  • Computers Software and Hardware
Posted: 2019-08-29 Expires: 2019-09-28

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HR Delivery Process Owner (RPO, Eastwood QC, Night Shift)

Quezon City, National Capital Region

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