Benefits/Leave Agent Sr

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.