HR Coordinator, Leave of Absence

Sherwin-Williams•Cleveland, OH

About The Position

This position is part of the Leave of Absence Center of Excellence (LOA COE) for US-Based employees at Sherwin-Williams and is primarily responsible for providing LOA related services to HR Business Partners, employees and third-party vendors. Main responsibilities include answering phone calls and emails for LOA related inquiries as well as reviewing automated workflows and audits put in place to ensure employees are paid properly, on time and with the right absence codes. This position will also be responsible for escalating more complex requests to the Specialist and/or Management team members in the LOA COE. Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

Requirements

Bachelor’s Degree
Experience in customer service based role
Must be knowledgeable in computer systems (Microsoft Office - Excel, Word, Power Point)
Demonstrated ability to work and communicate cross-functionally across the organization
High level of empathy and advocacy for employees in stressful situations
Exceptional attention to detail and accuracy in communications
Ability to function in a high-paced environment
Strong problem-solving skills
Adaptability to change
Desire to continuously improve processes and systems

Nice To Haves

Bachelor’s Degree with a concentration in Human Resource Management, I/O Psychology and / or Employment Law
HR Certification (SHRM-CP or PHR or higher)
Certified Leave Management Specialist (CLMS) Certification
1+ year of experience in Leave of Absence or Disability Management with demonstrated knowledge of federal and state leave, disability and accommodation laws and SW leave policies
1+ year of experience in enforcement of policy and procedures
1+ year of experience with high volume, case management resolution
Demonstrated knowledge of general disability management (including worker’s compensation cases), return-to-work strategies including accommodation management
Knowledge of Oracle Cloud, Kronos/UKG, PowerApps, Cisco and ServiceNow HR Case Management

Responsibilities

First point of contact for LOA related phone calls and email inquiries, including documenting all incoming inquiries to the LOA case management system
Provide guidance, assess risk, resolve issues and escalate complex cases to leadership as appropriate while performing activities related to short-term and long-term leaves for employees at work or returning to work from a medical absence
Maintain confidential employee data residing in HR Cloud and third-party portals
Ensure Service Level Agreements (SLAs) are being met or exceeded
Conduct administrative processes for LOA services and ensure Standard Operating Procedures (SOPs) are reviewed and updated on a consistent basis
Assist in the maintenance of LOA records to ensure they are documented accurately and timely through tracking, reporting and conducting frequent audits
Provide influential consultation services to employees, HRBP teams and vendors on a variety of topics related to LOA Services
Engage and collaborate with vendor and partner teams (Benefits, Worker’s Compensation (WC), Legal, Payroll, etc.) resulting in effective and consistent LOA processes, tracking and reporting
Engage in regular meetings with the LOA COE and the third-party vendor to help better understand issues facing the team and vendor and help develop solutions to outstanding issues
Identify, suggest and implement opportunities for process improvements and efficiency gains within the LOA Services programs
Analyze leave data to continuously improve processes and quality of reporting
Create a work environment where customer service and efficiency are key focus areas
Provide guidance and empathetic support to employees, managers and HRBPs navigating leave and accommodation challenges
Vet out suggestions from your customers with the team and vendor partners
Implement best practices to enhance the employee experience through their leave and / or accommodation request
Help support the build of ongoing training and education on LOA services for various audiences (HRBPs, employees, managers, timekeepers, etc.)
Consistently cross-train with the Accommodation Services team on open cases, processes and policies
Participate in ongoing LOA COE team meetings and team development opportunities to review escalated topics and share best practices
Educate employees and HRBPs on complicated aspects of return to work, leaves and complex case processes