Benefits/Leave Agent Sr

International Business Machines Corporation; Quezon City; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

IBM Consulting in the Philippines seeks a Benefits/Leave Agent Sr to join the HR Operations team. This senior role delivers specialized benefit and leave administration support, handles complex cases, guides junior members, and helps drive operational excellence across HRPO services.

You will ensure accurate execution of benefits and leave processes, maintain compliance, and partner with payroll, vendors, and legal/compliance to resolve high-impact issues while enhancing the employee experience

Qualifications

• Bachelor's degree or equivalent experience in HR, 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.

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.

Skills

Analytical skills

Problem-solving

Decision making

Communication

Stakeholder management

Attention to detail

Mentoring

Education

Bachelor's degree in HR/Business Administration

Tools

Workday

SAP SuccessFactors

Oracle HCM

Microsoft Office

Job description

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.

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.

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.