HRMS CENTRE OF EXCELLENCE

Service and Partnership

Project Manager of the HRIS Centre of Excellence implementation in Manila, Philippines.

This project was in addition to my role as Global HR SDM Lead. I had the IT experience to implement a suitable centre of excellence system, staffing with appropriately skilled HR specialists.


The IBM internal Workday Centre of Excellence supports the IBM HR Department and escalations to Workday as necessary.


o   Appointed a Philippines HR Service Delivery Model lead, who then became the Lead of the IBM CoE after the Philippines implementation of Workday.

o   Hired the ten staff for the CoE.

o   Selected the Zendesk ticketing system for the CoE.

o   Designed and configured the Zendesk system.

o   Created an interface between the CoE Zendesk system and the IBM HR helpdesk.

o   Designed and implemented the employee self-help tool to minimise employee requests to the CoE.

o   Applied sentiment analysis to recognise employees who responded to peer questions on the self-help tool.

 

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