SUMMARY:
The Leave Administration Operations Specialist supports the delivery of outsourced leave administration, disability administration, and workplace accommodation services across the United States and Canada. The role assists employees, managers, and HR partners with leave-related questions and escalated issues; coordinates with third-party administrators and disability vendors; and follows assigned cases through resolution.
Working under the direction of the Manager, North America Benefits & Leave Administration, the Specialist gathers information, researches issues, maintains accurate case documentation, performs routine data validation, and escalates complex, sensitive, or unresolved matters. The role contributes to a positive employee experience and the timely, accurate, and compliant delivery of leave, disability, and workplace accommodation services.
JOB DUTIES
Employee & HR Partner Support
- Respond to assigned leave, disability, and workplace accommodation questions and escalations from employees, managers, and HR partners using approved policies, procedures, and resources.
- Provide clear information and status updates regarding leave eligibility, leave status, return-to-work processes, disability claims, workplace accommodations, vendor processes, and documentation requirements.
- Assist employees, managers, and HR partners with navigating vendor resources and understanding the information or documentation required to support leave and accommodation requests.
- Refer policy interpretation, compliance, legal, accommodation, or other complex matters to the Leave Administration Manager, Employee Relations, Legal, or other designated subject matter experts.
- Deliver professional, responsive, and employee-focused support while maintaining confidentiality and discretion.
Case Management & Issue Coordination
- Manage assigned leave, disability, and workplace accommodation cases in ServiceNow or other approved case-management tools through resolution or appropriate handoff.
- Gather relevant information from employees, vendors, Payroll, People Systems, HR partners, and managers to support issue investigation and resolution.
- Coordinate resolution of common leave administration, disability administration, payroll impact, return-to-work, and accommodation-related issues.
- Maintain complete and accurate documentation of communications, actions, decisions, and case outcomes.
- Monitor open cases, follow up on outstanding actions, provide timely updates, and escalate aging or unresolved issues.
Vendor & Service Provider Support
- Work with leave administration providers, disability providers, workplace accommodation vendors, and related service providers to obtain information and support issue resolution.
- Follow established vendor contact and escalation procedures and track vendor commitments through completion.
- Prepare issue summaries, supporting details, and action-item updates for vendor discussions and internal review.
- Identify recurring vendor issues, service concerns, or process breakdowns and communicate observations to the Leave Administration Manager.
- Support follow-up activities resulting from vendor meetings, service reviews, and corrective action plans.
Operational, Data & Compliance Support
- Perform assigned validations and reconciliations involving leave records, disability data, payroll impacts, accommodation documentation, employee records, and vendor data.
- Research data discrepancies and coordinate corrections with vendors, Payroll, People Systems, or HR Operations under established procedures.
- Support operational activities associated with leave administration, disability administration, workplace accommodations, return-to-work processes, and regulatory compliance.
- Compile documentation and data for audits, compliance reviews, legal requests, reporting activities, and operational controls.
- Follow established privacy, security, records retention, and control requirements and promptly escalate identified risks or exceptions.
Knowledge, Quality & Continuous Improvement
- Maintain working knowledge of leave administration programs, disability programs, workplace accommodation processes, vendor procedures, and employee support resources.
- Use established procedures, templates, knowledge articles, and quality standards to provide consistent support.
- Track recurring employee questions, escalation trends, data issues, or process gaps and share observations with leadership.
- Recommend practical updates to knowledge articles, employee communications, procedures, and self-service resources.
- Participate in training, testing, quality reviews, and team knowledge-sharing activities.
QUALIFICATIONS
- Associate's degree in Human Resources, Business Administration, Healthcare Administration, or a related field
- 3-5 years of experience supporting leave administration, disability administration, workplace accommodations, HR Operations, employee relations support, or related functions.
- Experience supporting employee escalations and issue resolution in a service delivery, shared services, HR operations, or leave administration environment.
- Working knowledge of U.S. leave and disability programs, including FMLA, state leave programs, workplace accommodations, and return-to-work processes.
- Experience working with third-party administrators, disability carriers, accommodation vendors, or other outsourced service providers.
- Experience managing multiple cases and coordinating resolutions across numerous stakeholders.
- Strong customer service, communication, problem-solving, and case management skills.
- Strong attention to detail and ability to handle confidential and sensitive employee information.
- Experience working with case management platforms, HR systems, or service delivery technologies.
Preferred Qualifications
- Bachelor's degree in Human Resources, Business Administration, Healthcare Administration, or related field.
- 5+ years of experience supporting leave administration, disability administration, accommodations, employee relations, or HR Operations functions.
- Experience supporting outsourced leave administration models.
- Experience supporting both U.S. and Canadian leave administration and workplace accommodation programs.
- Working knowledge of FMLA, ADA, disability administration, workplace accommodations, return-to-work programs, provincial leave requirements, and Canadian Duty to Accommodate obligations.
- Experience working with Workday, ServiceNow, or similar HR service delivery platforms.
- Experience supporting industrial, manufacturing, logistics, retail, or operational workforces.
- Professional certifications related to leave administration, disability management, accommodations, or Human Resources.
- Experience participating in audits, compliance reviews, or regulatory reporting activities.
Physical Demands / Working Environment
Work is performed in an office environment and requires the ability to operate standard office equipment.
COMPANY INFORMATION:
Motion Industries offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition, reimbursement, vacation, sick, and holiday pay.
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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.