**Introduction** At IBM, we believe work is more than just a job—it's a calling. Our mission is to design, code, consult, and lead in this new technological era, solving some of the most complex problems. This role focuses on understanding clients' needs regarding people outcomes and crafting solutions leveraging IBM's HR capabilities. As a Deputy Group Manager, you'll collaborate with the best minds at IBM, interact with clients to align solutions with their business needs, and engage multiple stakeholders to ensure successful solution delivery. You'll be a catalyst for change, enhancing the employee experience for our clients. **Your role and responsibilities** · Serve as a subject matter expert for HR Contact Center and Employee Data Management processes, procedures, and best practices, providing guidance to clients, transition, and delivery teams. · Develop and maintain a deep understanding of our HR offerings, staying current with changes and updates. · Create contact center and employee data management solutions alongside deal teams, conduct due diligence sessions, consolidate feedback, and refine solutions. · Support transition projects from Global Design, Knowledge Transfer, Testing, and hypercare support. · Collaborate with other HR teams, such as benefits, compensation, talent management, talent acquisition, etc., to ensure seamless service delivery and consistency. · Stay current with industry trends, best practices, and regulatory changes, applying knowledge to improve contact center and employee data management operations and HR services. · Collaborate with HR representatives to resolve complex employee relations issues, providing coaching and guidance on effective resolution strategies. · Analyse and interpret HR data and metrics to identify trends, opportunities, and areas for improvement, making recommendations to enhance contact center and employee data management performance. · Develop and deliver training programs for our delivery teams. · Partner with delivery teams to develop and implement process improvements, ensuring alignment with company goals and objectives. · Provide expert advice and support on HR-related projects and initiatives, such as policy development, compliance, and employee engagement. · Develop and maintain relationships with internal stakeholders, including management, employees, and other HR teams. **Required technical and professional expertise** · Bachelor's degree in Human Resources, Business Administration, or a related field. · 10-12 years of experience in Human Resources processes, with a minimum of 7-10 years in contact center and employee data management operations, focusing on strategic planning, process development, execution, and project management. · Advanced knowledge of HR policies, procedures, and best practices, including employment law, compliance, and regulatory requirements. · In-depth knowledge of contact center and employee data management administration operations, principles, practices, and regulations. · Excellent analytical and problem-solving skills with experience in data analysis and interpretation. · Exceptional communication skills, both written and verbal, with the ability to convey complex information to diverse audiences effectively. · Ability to work independently with strong organizational skills, attention to detail, and multitasking abilities. · Strong interpersonal skills and the ability to collaborate effectively with stakeholders at all levels of the organization. · Demonstrated strategic thinking, problem-solving, and results-driven mindset. · Proficiency in HRIS and contact center systems/software. · Strong coaching and training skills, with experience developing and delivering training programs for HR representatives. · Ability to thrive in a fast-paced, dynamic environment with a focus on exceptional customer service and employee experience. · Strong collaboration and relationship-building skills, with the ability to work effectively with internal stakeholders and cross-functional teams. · Hands-on experience with MS Office tools and project management software. **Preferred technical and professional experience** · Experience working in a global or multi-national organization with complex HR policies and a diverse employee population. · Knowledge of emerging trends and best practices in contact center, employee data management, and HR policies. 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.