HR Shared Services Manager, Leave, Accommodations & ER
About The Position
You will lead a team of HR Specialists delivering high-quality, compliant workplace accommodation, employee relations and leave-related support across the US. Operating within a global shared-services model, the team provides specialist case management and guidance to employees and managers, with a significant focus on workplace accommodations, standard employee relations processes and coordination with the company’s third-party leave administrator. You will be responsible for effective service delivery through Workday (HRIS) and ServiceNow (case management system), including workload management, case quality, service levels, escalations and case risk. You will coach and develop the team, oversee the relationship and service interface with the third-party leave administrator, and act as an escalation point for complex or sensitive cases. You will partner with Employee Relations, Benefits, Legal, HR Business Partners and other stakeholders where specialist input is required. The role will use case data, vendor performance information and operational insights to improve processes, strengthen governance, enhance the employee and manager experience, and drive standardization, automation and continuous improvement.
Requirements
- Minimum of 5 years in a related role.
- An engaging and optimistic leadership style that brings energy to the team, encourages practical problem-solving and helps others see opportunities alongside challenges.
- Experience leading an HR, Leave, Accommodations or Employee Relations team within a shared-services, HR service center or centralized case-management model.
- Strong practical knowledge of US leave of absence and workplace accommodation processes, including federal and multi-state requirements.
- Experience managing standard ER processes and identifying cases requiring specialist or legal escalation.
- Proven experience managing high-volume case delivery, including workload allocation, service levels, escalations, documentation and case quality.
- Proven experience working in a case management environment managing case lifecycle, SLAs, and escalations
- Strong working knowledge of Workday (or similar HRIS)
- Proven experience leading projects, process improvements, or HR transformation initiatives
- Ability to manage high-volume, case-driven workloads while maintaining quality and compliance
- Strong stakeholder management skills across a matrixed, international environment
- Excellent problem-solving, organisational, and decision-making skills
- High attention to detail, with a strong focus on data accuracy and governance
Nice To Haves
- Experience with ServiceNow (or similar advanced case management platforms)
- Experience supporting employees across multiple US states.
- Experience with FMLA, ADA, PWFA, USERRA, disability-related leave and return-to-work processes.
- Experience delivering HR process improvements, technology enhancements or service transformation.
- SHRM, HRCI or other relevant HR qualification.
- Experience in financial services or another regulated environment.
Responsibilities
- Leading, coaching, and developing the US HR Specialist team
- Bringing energy, optimism and practical problem-solving to challenges, helping the team maintain momentum through complex cases, competing priorities and change.
- Overseeing the delivery of leave services through the company’s third-party leave administrator, including service quality, escalations, case coordination and the employee and manager experience.
- Managing the operational relationship with the third-party leave administrator, monitoring service performance and addressing recurring service or process issues.
- Ensuring effective coordination between the leave administrator, employees, managers and internal partners where cases involve accommodations, return to work, employee relations or other complex circumstances.
- Overseeing workplace accommodation processes, including effective employee and manager communication, case documentation and appropriate escalation.
- Overseeing standard ER processes, including attendance, performance, conduct, corrective action and policy interpretation.
- Acting as an escalation point for complex, sensitive or higher-risk leave, accommodation and ER cases.
- Managing case delivery through ServiceNow, including allocation, aging, SLAs, documentation, case quality and closure.
- Monitoring case volumes, trends, and performance metrics, driving improvements and case deflection
- Identifying opportunities for case deflection, knowledge improvement, process standardisation and automation.
- Ensuring accurate processing and data integrity in Workday
- Leading and delivering HR projects and process improvements, including system enhancements and process harmonisation
- Partnering with HR Business Partners, Employee Relations, Payroll, Benefits, HRIS, and other stakeholders
- Ensuring compliance with local employment requirements across the US, including applicable federal, state and local requirements
- Driving continuous improvement, standardisation, and automation of HR processes
Benefits
- vacation time
- sick time
- 401(k)
- health, dental and life insurances
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
