Job Summary
The Team Lead – Leaves and Accommodations oversees the daily operations related to the analysis, administration, and support of employee leave and workplace accommodation processes. This role ensures accuracy, compliance, and a high standard of service delivery while maintaining strict confidentiality of employee records and sensitive business information.
The Team Lead provides direction to team members, monitors performance, supports task execution, and manages escalations. They play a key role in developing and delivering process training, ensuring the team is equipped with the knowledge and tools needed to perform effectively.
This position is responsible for coaching and developing team members, fostering continuous improvement, and partnering with other leaders to enhance team performance and employee capabilities. The role may contribute input to personnel-related matters—including performance evaluations, compensation adjustments, disciplinary actions, and promotions—while final decision-making authority remains with the Manager or Director.
Additionally, the Team Lead is expected to maintain a strong understanding of HR practices related to leaves and accommodations, including applicable policies, systems, procedures, and customer service standards.
Responsibilities
- Monitor, prioritize, and assign daily responsibilities for the Leaves and Accommodations team to ensure timely and effective service delivery.
- Provide guidance and support to Specialists on day-to-day activities, ensuring adherence to policies, procedures, and regulatory requirements; review and approve transactions as defined.
- Ensure the team effectively manages employee inquiries and interactions across multiple channels, including phone, chat, email, and case management systems.
- Oversee the coordination and execution of leave and accommodation processes, ensuring accurate, compliant, and timely support for associates.
- Ensure proper handling, communication, and documentation of cases, including non-complex ADA claims and temporary accommodation requests initiated through formal processes.
- Manage and resolve escalated, sensitive, or complex cases; triage issues such as inability to accommodate, service center or vendor escalations, and engage appropriate resources when needed.
- Collaborate with internal teams, vendors, people leaders, and other stakeholders to ensure seamless service delivery.
- Ensure all transactions, data, and services meet company standards as well as federal, state, and local regulatory requirements.
- Monitor workflow, case volume, and team performance to meet service level agreements (SLAs), production goals, and performance standards.
- Perform audits and validations to ensure data accuracy, consistency, and compliance; identify, analyze, and correct errors while strengthening quality controls.
- Develop and implement operational standards and process improvements to enhance efficiency, effectiveness, and overall service delivery within the HR Service Center.
- Track, analyze, and report on key metrics to identify trends, improve performance, and drive continuous improvement initiatives.
- Provide feedback on third-party vendor performance to ensure adherence to service and compliance standards.
- Support compliance efforts, including internal, external, and government audits, ensuring all regulatory requirements are met.
- Deliver a high-quality customer experience by ensuring services are provided efficiently, accurately, and in alignment with service expectations.
- Utilize and guide the team in the effective use of ServiceNow (case management system) and Workday (HRIS) to manage cases and employee data.
- Maintain a strong understanding of service delivery performance standards, U.S.-specific regulatory requirements, and leave and accommodation processes.
- Coach and mentor team members, support performance management activities, and contribute input to personnel decisions as requested.
- Participate in the development and delivery of training for team members and cross-functional partners.
- Perform other duties as assigned.
Skills and Experience
Education
- Preferred: Bachelor’s Degree in Human Resources, Business Management, Organizational Development, or a related field.
Experience & Qualifications
- Required:
- Strong understanding of end-to-end HR processes, particularly within leaves and accommodations.
- 2–3 years of experience leading, coaching, and mentoring teams.
- Experience delivering and continuously improving HR transactional processes to maximize efficiency and service quality.
- Proficiency in Microsoft Office applications (e.g., Excel, Word, PowerPoint, Outlook).
- Experience working with ERP/HRIS systems.
- Preferred:
- 2–3 years of functional experience in leaves and accommodations, including knowledge of the Americans with Disabilities Act (ADA) and workplace accommodation requirements.
- Experience with Workday (HRIS) and ServiceNow (case management system).
- Experience in a supervisory or analyst role, preferably within a large, multi-state organization.
- Experience working in a multinational company.
- Experience in a shared services or HR Service Center environment.
- Familiarity with enabling technologies (e.g., case management systems, manager self-service tools) and their application within a customer service–driven environment.
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