Mgr HRSS Absence, Benefits & Escalations

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Mgr HRSS Absence, Benefits & Escalations

Job Code:

12921

Business_Title

Mgr HRSS Absence, Benefits & Escalations HRSS

Profile Title:

12921 Mgr HRSS Absence, Benefits & Escalations

Grade / Band:

L1

FLSA Status:

Exempt

The HR Shared Services Tier 2 Manager (Absence. Benefits & Escalations) is responsible for supporting the Supervisor in managing day-to-day operations of the HRSS Tier 2 Teams. The candidate will drive self-service, implement and manage automations, manage process improvements, and coach and develop team members. This role is required to analyze operational trends to identify training opportunities and potential process improvements. This position is accountable for ensuring all escalated employee, manager and HR team inquiries are accurately addressed in a professional and timely manner within established SLAs. This role will require professionally communicating with partners, vendors. As member of HRSS management team, the HRSS Manager ensures that HR service needs are addressed in the most responsive and efficient manner possible with a focus on providing exceptional service to the organization.

Lead absense & benefits project initiatives by coordinating testing, tracking progress, identifying risks, and ensuring timely completion of assigned deliverables by ensuring processes meet compliance requirements (Department of Labor, ERISA, HIPAA, COBRA, ACA).

Lead change management for HRSS process, policy, and technology updates by developing communication and training plans, engaging key stakeholders, and monitoring adoption to ensure a smooth transition and sustained improvements.

Ensure the Absence Management team is operating in accordance with company policy and Federal, State and local regulatory requirements.

Drive self-service, implementation, management of automations, and process improvements, while coaching, developing, and leading a team.

Identify opportunities for continuous improvement by analyzing workflows, trends, and performance outcomes that leads to the implementation of solutions to improve efficiency, accuracy, and service quality.

Create and maintain governance of HRSS Resources, including SOPs, Knowledge Base articles and continuous training materials.

Implement and manage new and existing automations, focusing on the improvement of SLAs and the employee experience.

Create and maintain a work environment that promotes guest service, teamwork, performance feedback, individual recognition, mutual respect, and employee satisfactions to ensure quality hiring, training, and succession planning that encompasses the company’s diversity commitment.

Monitors performance against service level targets and modifies processes, workflow, staffing, and other resources to achieve target results.

Responsible for conducting on-site trainings, Kaizen participation.

Support the Benefits Administration team by partnering with corporate benefits, payroll and vendors to resolve escalated enrollment, eligibility, life-event and billing inquiries.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree

Required

2+ Years of Prior Relevant Experience

HR, Benefits Administration, Absence Administration, HR Operations

Required

Experience and/or in-depth knowledge/understanding of operations, with emphasis in a shared services business model for a large organization consisting of multiple operational business units, which may include other national regions.

Preferred

Advanced working knowledge of: Workday, Learning Management Systems, and software programs such as MicrosoftWord, Excel, Power Point, and Access.

Preferred

Knowledge of federal, state and local laws related to Human Resources and licensing.

In-depth, Generalist understanding of HR practices and the business acumen to create and operate a shared services operation.

Advanced organizational and time management skills, including the ability to prioritize competing priorities, delegate effectively and consistently deliver results within established service level agreements (SLAs).

Proven ability to lead absence management operations, optimize workflows, and ensure service level adherence while maintaining compliance with leave laws (FMLA, ADA, USERRA) and enhancing the employee experience through clear communication and timely case resolution.

Strong analytical and operational skills to identify trends and root causes, assess workflow efficiency and capacity

Proven people leadership skills, including career and development planning and performance management.

Demonstrates strong professional communication skills and sound judgment when handling complex or sensitive situations.

Strong cross-functional collaboration and stakeholder management skills.

Demonstrate ability to lead in a fast-paced, high-volume, and occasionally stressful environment by maintaining composure, setting priorities, managing team workload and coverage, adapting quickly to change, and driving consistent execution through ambiguity.

Ability to exercise sound judgment and discretion while handling sensitive employee and business information; maintain confidentiality; assess risk; and ensure policies and practices are applied consistently, fairly, and without bias across the organization.

Balancing

X

Bending

X

Carrying 10 pounds

X

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Distant vision

X

Driving

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting 10 pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

Travel

X

Wet/Humid

X

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Organization

X

Reading - simple

X

Reading - complex

X

Repetition

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X