Contact Center & Leave Management Process Owner

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. What You'll Do Process Execution & Operations 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. Process Improvement & Optimization 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. Quality Assurance & Compliance 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. Data Management & Reporting 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. Stakeholder Communication & Support 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. Required Competencies 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. Education & Experience 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. Technical & Professional Skills 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. Work Environment Onsite & Shift Requirements Willingness to work onsite and accommodate night or shifting schedules based on business requirements. Operating Environment 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.