Leaves & Accommodations Team Lead

hace 4 semanas

Heredia, Costa Rica Auxis A tiempo completo

Job Summary:
The purpose of the Team Lead - U.S.A. Leaves and Accommodations is to supervise daily tasks related to analysis, execution, and support of leaves and accommodations. Maintain the utmost confidentiality in dealing with employee records and business information. Provides task direction, monitors performance, handles escalations, and assists with task performance. Support the development and delivery of processes training. As a Team Lead, this position is responsible for development of staff and partners with other leaders to enhance performance and to improve employee skills. This role may provide input to personnel and employment matters (e.g., performance evaluations, increases, discipline, and promotions) but the decisions and ultimate accountability lie with the manager and/or director. This role is also knowledgeable in general HR practices related to leaves and accommodations, systems, policies and procedures, and customer service acumen

**Responsibilities**:

- Monitor, prioritize, and assign daily responsibilities of the leaves/accommodations staff
- Assist Specialists with day-to-day execution of duties and guide the team regarding proper procedures, policies, and requirements. May review and approve certain staff transactions as defined per policy/procedure.
- Ensure team is properly managing the coordination of the accommodation process by providing support and guidance while performing activities related to accommodations / leaves for associates
- Interact with a variety of teams including Accommodations team members, the associate, vendors, location leaders and other stakeholders
- Assure that transactions, data, and services are timely, accurate, and compliant with company and regulatory requirements.
- Handle escalated and/or sensitive requests and issues related to accommodations and leaves processing. Escalate particularly specialized, difficult, or sensitive matters to the Accommodations/Leaves team
- Ensure team properly manages temporary accommodation acknowledgements, ensuring they are initiated through the formal accommodations process and supported locally until the formal process begins
- Ensure proper processing, handling, communication and documentation of non-complex ADA claims
- Triages escalation of complex issues including inability to accommodate, service center and/or vendor escalations, and either manages to resolution or engages additional resources for guidance
- Provide excellent service to ensure activities provide the intended experience for end users in an efficient and effective Manage tasks of self and team to assure Service Center deadlines are met according to established services/targets.
- Perform audits and validations by examining and verifying data for accuracy and consistency.
- Develop and implement operational standards and processes that directly contribute to optimal results, effectiveness, and efficiencies of the HR Service Center
- Provide feedback to the manager regarding the services of third party providers to assure accurate and effective performance in adherence to established services and compliance standards.
- Monitor and evaluate transaction work flow and volume in order to meet production and performance goals.
- Assist in the development, reporting, and review of metrics to drive performance, identify trends, and develop/implement process improvements, escalating issues and proposed solutions as appropriate.
- Maintain all compliance. Analyze and correct errors and ensure proper quality controls are in place to avoid future errors.
- Ensure all company, federal, state, local, and other applicable compliance requirements are met.
- Assist the manager and director with the execution of the compliance programs, internal audits, external audits, and government audits.
- Coach and mentor staff to support a high-performance. Assist the manager with setting goals and supporting growth and development of team members.
- Support organizational direction and culture. Effectively manage day-to-day employee performance using established company tools/methodology. Provide input to personnel decisions (e.g., compensation, recognition, transfer, promotion) as requested. Assure that company policies and practices are followed and set an example for team members.
- Participate in the development and delivery of training for internal staff and other teams, as needed.
- Perform other duties as assigned

Skills and Experience:
University degree in Business Administration, Human Resources or related field

Proven Functional experience required with American’s with Disabilities Act (ADA) and employer requirements at work accommodations) for a large multi-state company as a supervisor or team leader.

Experience leading and mentoring a team.

Experience delivering and improving HR transactional processes to maximize efficiency & deliver quality services

Experience working, monitoring, and interacting with third-party vendors.

Experience with an ERP

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