Benefits/Leave Agent

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. The Benefits/Leave Agent supports the delivery of HR services related to employee benefits and leave administration. This role is responsible for handling employee inquiries, processing transactions, maintaining accurate records, and ensuring service delivery aligns with IBM standards, policies, and compliance requirements. The agent works within defined procedures and service level agreements to provide a positive employee experience. Key Responsibilities Respond to employee and manager inquiries related to benefits and leave programs through designated service channels. Process benefits and leave transactions accurately and within agreed turnaround times. Support administration of programs such as medical, dental, retirement, disability, time-off, and statutory or company leave plans. Review submitted documentation for completeness and route or escalate issues as required. Maintain employee records and case documentation in HR systems with a high level of accuracy. Ensure compliance with internal controls, data privacy requirements, and applicable legal/regulatory guidelines. Follow standard operating procedures, knowledge articles, and process documentation. Collaborate with internal HR teams, payroll, vendors, and management to resolve employee issues. Identify transaction errors, recurring issues, or service gaps and raise them to the appropriate team. Contribute to continuous improvement initiatives by sharing feedback on process efficiency and employee experience. Bachelor's degree or equivalent experience in Human Resources, Business Administration, or a related field. Experience in HR operations, benefits administration, leave management, shared services, or customer support preferred. Strong attention to detail and accuracy in transaction processing. Good written and verbal communication skills. Ability to manage multiple tasks in a deadline-driven environment. Working knowledge of HR systems, case management tools, and Microsoft Office applications. Ability to follow structured processes and maintain confidentiality of sensitive employee information. Strong customer service orientation and problem-solving skills. Experience working in a shared services or global HR operations environment. Familiarity with benefits and leave regulations, policies, and compliance standards. Exposure to HRIS platforms such as Workday, SAP SuccessFactors, Oracle HCM, or similar systems. Knowledge of service metrics, SLAs, and quality standards.