Introduction

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.

Your Role And Responsibilities

The Benefits/Leave Agent Sr is a senior-level HR operations professional responsible for delivering specialized support in benefits and leave administration. This role handles more complex cases, supports issue resolution, provides guidance to junior team members, and helps drive operational excellence across HRPO services. The Senior Agent ensures accurate execution of benefits and leave processes while maintaining compliance, enhancing employee experience, and supporting IBM's service delivery objectives.

Key Responsibilities

Manage complex employee inquiries and cases related to benefits and leave administration, including escalations and exception handling.
Process and validate complex benefits and leave transactions with accuracy and timeliness.
Interpret policies, process documentation, and regulatory requirements to ensure compliant service delivery.
Provide day-to-day guidance and support to Benefits/Leave Agents on process execution, case handling, and issue resolution.
Monitor case quality, transaction accuracy, and SLA performance; identify trends and recommend corrective actions.
Partner with HR business teams, payroll, vendors, legal/compliance teams, and managers to resolve sensitive or high-impact cases.
Review documentation and audit records to ensure completeness, consistency, and adherence to controls.
Support training, onboarding, and knowledge transfer for new team members.
Participate in process improvement, standardization, automation, and knowledge management initiatives.
Assist in reporting, service analysis, and preparation of operational insights for leadership review.
Help maintain and update standard operating procedures, desktop procedures, and knowledge articles.
Act as a point of contact for escalated employee concerns and contribute to a seamless employee experience.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

Bachelor's degree or equivalent experience in Human Resources, Business Administration, or related discipline.
Several years of experience in HR operations, benefits administration, leave management, or HR shared services.
Strong knowledge of benefits and leave processes, case management, and compliance considerations.
Demonstrated ability to handle sensitive, complex, and high-volume workloads effectively.
Strong analytical, problem-solving, and decision-making skills.
Excellent communication and stakeholder management skills.
High attention to detail with strong focus on quality and process compliance.
Proficiency with HR systems, reporting tools, and Microsoft Office applications.
Ability to mentor team members and support cross-functional collaboration.

Preferred Technical And Professional Experience

Experience in a large, matrixed, or global organization such as IBM.
Familiarity with regional and statutory leave requirements and benefits administration practices.
Experience with HR service delivery metrics, quality monitoring, and continuous improvement methods.
Exposure to transformation initiatives, automation tools, or process optimization projects.
Knowledge of HRIS systems such as Workday, SAP SuccessFactors, Oracle HCM, or similar platforms.