(Remote) Manager, Hr Service Center - Leave Administration

Full time

Under the general direction of the Director, HR Service Center (HRSC), this role manages all operational activities of the HR Service Center by providing oversight and guidance to the HRSC colleagues, and vendors in the analysis and resolution of complex issues related to service. Manages team escalated issues and concerns. Demonstrates proficiency in resolving complex issues that may require in-depth research.

Works as a strategic partner to improve and leverage the tools the team utilizes, including Workday, Neocase, Kronos and PRISM.

Provides expert guidance in the interpretation and application of policies and procedures for managers and colleagues, and acts to minimize company's risk in all situations. Develops sustainable, efficient, and effective processes to support customers within the parameters of the department's Service Level Agreements (SLAs).

The Manager Leave of Absence Administration is responsible for the Leave of Absence administration and team leadership. This position oversees a direct team responsible for providing advanced level HR leave of absence administration to managers, colleagues, and vendors within a service/contact center work environment.

** Position allows for work remote/work from home

** Candidates must be able to travel as/if needed - (up to 25%)

POSITION PURPOSE

Under the general direction of the Director, HR Service Center (HRSC), this role manages all operational activities of the HR Service Center by providing oversight and guidance to the HRSC colleagues, and vendors in the analysis and resolution of complex issues related to service. Manages team escalated issues and concerns. Demonstrates proficiency in resolving complex issues that may require in-depth research.

Works as a strategic partner to improve and leverage the tools the team utilizes, including Workday, Neocase, Kronos and PRISM.

Provides expert guidance in the interpretation and application of policies and procedures for managers and colleagues, and acts to minimize company's risk in all situations. Develops sustainable, efficient, and effective processes to support customers within the parameters of the department's Service Level Agreements (SLAs).

The Manager Leave of Absence Administration is responsible for the Leave of Absence administration and team leadership. This position oversees a direct team responsible for providing advanced level HR leave of absence administration to managers, colleagues, and vendors within a service/contact center work environment.

ESSENTIAL FUNCTIONS

Knows, understands, incorporates, and demonstrates the mission, vision, and values of Trinity Health in leadership, behaviors, practices, and decisions. Manages the team responsible for a distinct area of the Service Center (e.g., Organization Effectiveness, Leave of Absence, Contact Center, etc.). Responsible for all aspects of colleague management, including hiring, mentoring, coaching, performance reviews and management, as well as merit increases. Counsels team members and provides training tools and guidance for success. Manages specialized HR service delivery for the HR Service Center. Operates as point of escalation and subject matter expert in the area of Leave of Absence, FMLA, Disability Management, Workers' Compensation, and ADAAA. Applies knowledge of federal and state/local leave of absence laws, union contracts, FMLA, workers' compensation, OSHA Reporting, ADAAA, benefits plan design, company policy/procedure, and HRIS reporting.

Provides consultation and guidance in the interpretation and application of policies and procedures for managers and colleagues, and act to minimize risk in all situations. Develops sustainable, efficient, and effective processes to support customers within the parameters of the Department service level agreements.

Responsible for partnering with internal and external business leaders in the development and implementation of applicable standards, procedures and policies specifically for Leave of Absence Administration. Leads projects for the area of responsibility, e.g., integration of new tools, extension of services to new RHMs process and policy improvement. Plans, communicates and ensures projects meet established organizational guidelines and deadlines. Utilizes independent judgment to make decisions based on insufficient or unclear data. Conducts appropriate research to ensure data is complete and to respond to problems and unresolved questions objectively.

Regularly participates in internal, regional, and national user group meetings to learn new laws/leave requirements, maximize standardization and share best practices. Acts as a subject matter expert for development, interpretation, and administration of the HRSC policies and procedures in a specific area of responsibility, while taking into account policies and procedures in other service center areas. Responsible for maintaining and applying a comprehensive knowledge from all areas of expertise administered within the service center. Applies thorough understanding of Workday, Neocase, Kronos and other tools, and their integration with other applications and the downstream impact of transactions on benefits, pay, and other areas. Ensures procedural compliance for all colleague contacts (case creation, case resolution within service levels, etc.). Builds and maintains collaborative relationships with RHM staff, HR Operations, Legal Department, vendors to facilitate efficient management of workflow administration. Provides overall management of the team's operations by leading cross-functional project teams and actively marketing department's services to Health Ministries (HM) and leaders. May undertake work requested by the Legal department on certain projects. Upholds optimal production standards and quality of work. Evaluates case productivity reports for each team member, establishes and monitors team analytics and metrics. Utilizes presentation skills to provide project and customer service delivery updates to HR and HM leaders. Develops new processes or modifies current processes to meet business needs. Resolves and responds to inquiries from HMs regarding scope of work and SLAs. Develops and maintains positive work relationships between HMs and internal/external departments. Maintains strong attention to detail while focusing on customer excellence by building rapport and establishing trust. Promotes and exhibits a proactive approach for continuous improvement. Develops sustainable, efficient, and effective processes for the RHM's within the guaranteed service level agreements. Serves as the key expert in application of laws, regulations, policies, procedures and systems to ensure compliance and mitigate risk to Trinity Health. Maintains a working level knowledge of applicable Federal, State and local laws and regulations, Trinity Health’s Corporate Integrity Program, Code of Ethics, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior. Experience with managing exempt/non-exempt colleagues with shifts that span from 7am to 8pm.

MINIMUM QUALIFICATIONS

Must possess a comprehensive knowledge of Human Resources, Payroll, HRIS, Time and Attendance, Benefits administration and implementation, and process integration, as normally obtained through a Bachelor's Degree in Human Resources or a related field with five (5) years of experience providing broad HR generalist and business process management support; or an equivalent combination of education and experience. PHR, SHRM-CP, or CEBS certification is preferred. A Minimum of two (2) years of previous supervisory/team leadership or team training experience is required. Advanced proficiency of HRIS required, including how they relate to various HR and Timekeeping applications. Must possess a comprehensive knowledge of HRIS and HR processes. Familiarity with Workday and/or Kronos system preferred.

Three (3) to five (5) years of experience managing teams or projects in a call center/shared services environment is preferred. Strong interpersonal, consultative and relationship building skills in order to initiate and develop productive working partnerships with all levels of management/leadership and staff along with effective vendor interface/management experience. Ability to effectively facilitate teams/groups of people and influence people through strong leadership, communication and negotiation skills. Ability to influence results, garner support and tactfully manage complex relationships and influences within and across the organization. Ability to read the subtle nuances of situations and react/plan accordingly. Familiarity with Workday, Applicant Tracking and Case Management systems preferred. Must possess a comprehensive knowledge of HRIS and processes, and an understanding of the downstream impact of transactions to benefits, pay, and other areas. Demonstrated decision making skills. Excellent communication skills, including strong listening and comprehension skills, and excellent human relations and interpersonal skills. Strong analytic, problem solving, judgment and conflict resolution skills. Demonstrated written communication skills and the ability to speak and present in front of groups. Proven ability to manage cross-functional HR projects, set priorities and leverage contributions of other team members to accomplish goals and deliver on-time results. Demonstrated skills and abilities in the area of continuous improvement and data analytic. Superior attention to detail and ability to multi-task in a highly dynamic environment while managing multiple team member workloads to meet deadlines. Ability to adapt to a rapidly changing environment. Ability to effectively interact and successfully represent the department with higher level managers, other various departments, functional areas and RHM's. Demonstrated proficiency in MS Office Suite is required and Adobe Acrobat XI STD is preferred. Must be comfortable operating in a collaborative, shared leadership environment. Must possess a personal presence that is characterized by a sense of honesty, integrity and caring, with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

Must be able to set and organize own work priorities and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles. Must be able to travel to the various Trinity Health sites up to 25%, as needed Must possess the ability to comply with Trinity Health policies and procedures. Communicates frequently, in person and over the phone, with people in all locations on product support issues. Hearing is needed for extensive telephone and in person communication. Operates in a typical office environment. The area is well lit, temperature controlled and free from hazards. There are no confined spaces. Manual dexterity for keyboard use is necessary as well as the ability to work ergonomically in an office environment. Position is currently Work From Home. In the event that the position is required to report into the office, colleague must be able to commute in daily to Livonia, MI.

Hourly pay range: $39.02 - $58.42

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.