Contact Center & Leave Management Process Owner
International Business Machines Corporation
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Job summary
IBM Consulting in the Philippines seeks a Contact Center & Leave Management Process Owner to lead HR operations across a 24x5 environment. You’ll oversee contact center and leave management processes, ensure data accuracy, and coordinate with global teams to meet SLAs.
You’ll drive process improvement, document procedures, support compliance, and provide guidance to teams while collaborating with clients and stakeholders.
Qualifications
- Bachelor's degree in HR, Business Administration, or related field.
- 3–5 years of relevant experience in HR Operations, contact center operations, leave management, or similar environment.
- 2–3 years of team lead or supervisory experience.
- Strong English communication skills, both written and verbal.
Responsibilities
- Oversee contact center and leave management operations in accordance with policies and SLAs.
- Ensure accurate processing of employee data and HR transactions, including transfers and changes.
- Manage document indexing, work queues, and distribution to support efficient operations.
- Coordinate scheduling and resources for a 24x5 environment.
- Identify process gaps and recommend improvements to enhance efficiency and compliance.
- Maintain process documentation and SOPs to ensure consistent execution.
- Review HR transactions for accuracy and compliance with requirements.
- Support monthly compliance testing and coordinate corrective actions.
- Prepare and validate standard, recurring, and ad hoc reports for stakeholders.
Skills
Education
Tools
Job description
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.
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
- Oversee contact center and leave management operations in accordance with IBM policies, client requirements, and service level agreements (SLAs).
- Ensure accurate and timely processing of employee data, leave requests, and HR transactions, including transfers and organizational changes.
- Manage document indexing, work queues, transaction assignments, and work distribution to support efficient operations.
- Coordinate work scheduling and resource allocation to maintain operational coverage in a 24x5 environment.
- Identify process gaps and recommend improvements to enhance efficiency, quality, and compliance.
- Analyze operational issues and implement corrective actions and process enhancements.
- Maintain process documentation, standard operating procedures, and job aids to support consistent execution.
- Review HR transactions and leave requests for accuracy, completeness, and compliance with established requirements.
- Monitor adherence to client policies, IBM procedures, and internal controls.
- Support monthly compliance testing, identify control gaps, and coordinate corrective actions.
- Coordinate required data feed submissions with Global teams and data warehouse contacts.
- Prepare and validate standard, recurring, and ad hoc reports to support operational and stakeholder requirements.
- Investigate data discrepancies and ensure reporting deliverables meet accuracy and SLA requirements.
- Serve as a primary contact for operational inquiries, reporting requests, and contact center or leave management concerns.
- Coordinate with clients, Global teams, and internal stakeholders to resolve issues and address business requirements.
- Provide process guidance and support to team members to promote consistent service delivery.
- Process Management: Ability to manage complex processes and ensure consistent execution.
- HR Operations: Knowledge of employee transactions, HR data administration, and leave management.
- Quality & Compliance: Ability to validate transactions and apply established controls.
- Analytical & Problem‑Solving Skills: Ability to investigate issues and recommend practical solutions.
- Reporting & Data Management: Ability to validate data and prepare accurate reports.
- Communication & Collaboration: Strong written and verbal communication skills and the ability to work with diverse stakeholders.
- Planning & Prioritization:Ability to manage competing priorities and meet deadlines.
- Adaptability: Willingness to support shifting schedules in a 24x5 operating environment.
Bachelor's Degree
Bachelor's Degree
- Bachelor's degree or college-level education, preferably in Human Resources, Business Administration, or a related field. Non-college graduates may be considered based on relevant experience and qualifications.
- Three to five years of relevant experience in HR Operations, contact center operations, leave management, or a similar environment.
- Two to three years of team lead or supervisory experience.
- Strong English communication skills, both written and verbal.
- Basic computer and internet navigation skills.
- Intermediate proficiency in Microsoft Excel.
- Strong attention to detail and ability to handle confidential employee data appropriately.
- Willingness to work onsite and accommodate night or shifting schedules based on business requirements.
- 24x5 contact center and leave management operations.
- Fast-paced, SLA-driven environment requiring effective time management and independent work under general direction.
- Experience in HR Operations, HR Shared Services, leave management, contact center operations, or workforce administration.
- Experience handling high-volume transactions in an SLA-driven environment.
- Proficiency in Microsoft Excel and experience with reporting tools, data validation, or HR systems.
- Experience in process documentation, quality reviews, compliance monitoring, or process improvement.
- Experience coordinating with global teams and multiple stakeholders.
IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves in being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Contact Center & Leave Management Process Owner
137388
QUEZON CITY
National Capital Region (Manila)
Philippines
Onsite
Project Management
Regular
Professional
No Travel
(0856) IBM Business Services
Night
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