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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