Sr. Manager, Absence & Accommodations Support

Bristol Myers Squibb • Tampa, FL

13d

About The Position

The Sr Manager, Absence & Accommodations Support is responsible for leading a team accountable for the execution of Massachusetts, processes, and workflows involved in the delivery and support of leave of absence and accommodations support to BMS employees. The primary regional accountabilities for this position include North and South Americas plus Ireland. They will ensure the customer experience remains consistent with BMS core values, company strategy, commitments, and goals. This role will maintain a work environment conducive to meeting operational performance targets and ensuring conformance with compliance for the services supported. Owns day to day operational relationship with third parties who partner with us to deliver absence management services, ensures delivery in line with SLAs, and that customer issues are resolved. Review and resolution of escalated absence related issues including those related to offsets. Build & maintain long-term relationships with customers & key stakeholders. Collaborate with Governance, Product & Process, and Relationship Management peer teams to ensure compliance with Federal and State guidelines by staying current while delivering service. Consult legal resources on decisions as needed to mitigate risk. Determine proper organizational structure to deliver service and execute operations Raise improvement opportunities to enhance operational efficiency through Product Based Operating Model structures Ensure that all knowledge content related to absence and accommodations is kept current Communicate proactively with PS Business Partners, business leaders, ad other People Organization peers, ensure proper compliance with internal and external policies and coding from a budgetary perspective Lead, develop and mentor the direct reports with a customer-centric mindset to provide excellent service to our employees and business partners Demonstrate technical expertise on the automated systems and processes in designated areas of responsibility Proactively develop and maintain technical knowledge remaining up-to-date on current trends and best practices related to absence and accommodations

Requirements

• Requires the capability to understand and apply actions related to The Family and Medical Leave Act (FMLA), state-specific FMLA programs such as Massachusetts’ FMLA, The Fair Labor Standards Act (FLSA), Worker Compensation, and The Americans with Disabilities Act (ADA).
• Bachelor's degree or equivalent preferred.
• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 7-10 years’ experience) or equivalent combination of education, training & experience
• 3-5 years' experience working in a shared services environment
• At least 2 years people manager or significant team lead experience of a multi-country / geographically dispersed team
• Ability to influence and coach team members in order to achieve maximum operational performance
• Demonstrated ability to develop team and provide growth opportunities
• Working knowledge of HR and customer service software applications (i.e., Workday, SAP, ADP, Darwin, Fidelity, telephony, case management, knowledge management)
• Ability to handle multiple tasks simultaneously while remaining flexible to shift priorities quickly.
• Strong quantitative and analytical skills to enable assessment and prompt resolution of problems.
• Strong interpersonal and communication skills to successfully manage client expectations and work/operate well with various personalities/capabilities in cross-functional teams, matrix environment.

Responsibilities

• Leading a team accountable for the execution of Massachusetts, processes, and workflows involved in the delivery and support of leave of absence and accommodations support to BMS employees.
• Ensuring the customer experience remains consistent with BMS core values, company strategy, commitments, and goals.
• Maintaining a work environment conducive to meeting operational performance targets and ensuring conformance with compliance for the services supported.
• Owning day to day operational relationship with third parties who partner with us to deliver absence management services, ensures delivery in line with SLAs, and that customer issues are resolved.
• Reviewing and resolving escalated absence related issues including those related to offsets.
• Building & maintaining long-term relationships with customers & key stakeholders.
• Collaborating with Governance, Product & Process, and Relationship Management peer teams to ensure compliance with Federal and State guidelines by staying current while delivering service.
• Consulting legal resources on decisions as needed to mitigate risk.
• Determining proper organizational structure to deliver service and execute operations
• Raising improvement opportunities to enhance operational efficiency through Product Based Operating Model structures
• Ensuring that all knowledge content related to absence and accommodations is kept current
• Communicating proactively with PS Business Partners, business leaders, ad other People Organization peers, ensure proper compliance with internal and external policies and coding from a budgetary perspective
• Leading, developing and mentoring the direct reports with a customer-centric mindset to provide excellent service to our employees and business partners
• Demonstrating technical expertise on the automated systems and processes in designated areas of responsibility
• Proactively developing and maintaining technical knowledge remaining up-to-date on current trends and best practices related to absence and accommodations

Benefits

• Health Coverage: Medical, pharmacy, dental, and vision care.
• Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).
• Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.
• Work-life benefits include: Paid Time Off US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees) Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays Based on eligibility, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day.
• All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees