Senior Benefits & Leave Operations Specialist

International Business Machines Corporation; Quezon City; Sur place; PHP 800 000 - 1 200 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Analytical skills

Problem-solving

Decision making

Communication

Stakeholder management

Attention to detail

Mentoring

Formation

Bachelor's degree in HR/Business Administration

Outils

Workday

SAP SuccessFactors

Oracle HCM

Microsoft Office

Description du poste

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