Benefits/Leave Agent

The Benefits/Leave Agent supports the delivery of HR services related to employee benefits and leave administration. This role is responsible for handling employee inquiries, processing transactions, maintaining accurate records, and ensuring service delivery aligns with IBM standards, policies, and compliance requirements. The agent works within defined procedures and service level agreements to provide a positive employee experience.

Key Responsibilities

• Respond to employee and manager inquiries related to benefits and leave programs through designated service channels.
• Process benefits and leave transactions accurately and within agreed turnaround times.
• Support administration of programs such as medical, dental, retirement, disability, time-off, and statutory or company leave plans.
• Review submitted documentation for completeness and route or escalate issues as required.
• Maintain employee records and case documentation in HR systems with a high level of accuracy.
• Ensure compliance with internal controls, data privacy requirements, and applicable legal/regulatory guidelines.
• Follow standard operating procedures, knowledge articles, and process documentation.
• Collaborate with internal HR teams, payroll, vendors, and management to resolve employee issues.
• Identify transaction errors, recurring issues, or service gaps and raise them to the appropriate team.
• Contribute to continuous improvement initiatives by sharing feedback on process efficiency and employee experience.