Manager – Leave of Absence Operations

Responsibilities

• Monitor daily compliance, quality, and service level agreement (SLA) performance across the LOA team and communicate findings and trends to team leader(s).
• Provide direct people leadership to LOA Associates and Representatives, owning all core leadership responsibilities, including selection, onboarding, training, development, performance management, and coaching.
• Own the monthly Dovetail quality review process for the LOA team, delivering coaching directly to employees and sharing findings with team leader(s).
• Serve as the primary escalation resource for all cases, coordinating with vendors, Employee Relations, HRBPs, and Legal while keeping team leadership informed of emerging issues and trends.
• Own new employee onboarding coordination for the LOA team, ensuring new hires have a structured training schedule and clear knowledge checks in place.
• Gather and consolidate process improvement opportunities across the LOA team, bringing prioritized recommendations to team leader(s) to inform the strategic roadmap.
• Produce a monthly operations summary for team leadership, highlighting trends, risks, and wins across the LOA team.
• Manage corporate audit requests and findings end-to-end, keeping team leader(s) informed throughout the process.
• Perform other duties as assigned.

• College degree in HR, business, or a related field.
• 6 or more years of leave or benefits related experience.
• Prior leadership experience.
• Experience with multi-state and international leave administration.
• Experience using Leave Case Management Technology and Workday platforms.
• Customer service oriented, with excellent verbal and written communication skills, the ability to driven results, and effectively prioritize.
• Excel, Word and related software package skills.
• Strong attention to detail.
• Strong analytical and organizational skills.
• Thoroughly analyzes information and makes timely, practical decisions and recommendations.
• Ability to understand complex payroll calculations and a strong understanding of how system interactions impact pay.
• Ability to work effectively with internal and external teams.
  
  Highly ethical and can maintain confidentiality.
• CEBS exams and designations a plus.

• CEBS