Supervisor, HR Shared Services-Leave of Absence

AAA Mid-Atlantic•Wilmington, DE

9d•Hybrid

About The Position

AAA Club Alliance is hiring for a Leave of Absence Supervisor to join our HR Shared Services team! This role supervises the administration of employee leaves of absence and related accommodations, ensuring consistent service delivery and compliance with federal, state, and local regulations. The Supervisor serves as a primary escalation point and subject matter resource for Associates and managers regarding leave policies, procedures, and case management, while coaching and developing the Leave of Absence (LOA) team to meet quality, timeliness, and payroll deadlines.

Requirements

Bachelor’s degree in HR or related field; equivalent combination of education, technical training, and experience may be considered in lieu of degree.
8 + years of experience in leave of absence administration.
Solid and hands-on understanding of leave laws.
Demonstrated experience managing employee performance, providing developmental feedback, and leading teams through change.
Strong written and verbal communication skills; able to communicate with tact and diplomacy.
Ability to influence others on policies, practices, and procedure.
Effective at capturing and synthesizing information from multiple parties and making sound and timely decisions.
Ability to support and guide team member in their tasks, fostering a positive and productive work environment.
Skilled at assigning and delegating tasks to team members effectively.
Strong troubleshooting, analytical and problem solving skills.
Ability to handle sensitive and highly personal information daily and maintain confidentiality in a mature and insightful manner.
Proficient in Microsoft Office and experience with case management technology.
Ability to work overtime as needed to support timely LOA payroll processing.

Responsibilities

Supervises day-to-day LOA operations, including case assignment, workload balancing, and coverage to ensure service levels and payroll timelines are met.
Participate in hiring and onboarding activities, assess staffing and capacity needs to ensure appropriate coverage during peak leave periods and business cycles.
Provides leadership, coaching, and performance feedback to the LOA team, conduct regular one-on-one meetings, performance check-ins, and annual performance evaluations.
Support training, and ongoing skill development.
Oversees and coordinates all aspects of Associate leaves and related processes, including FMLA, ADA accommodations, disability, workers’ compensation, and other statutory and non-statutory leaves.
Serves as an escalation point for complex, sensitive, or high-risk cases; ensure timely documentation, accurate determination, and consistent application of policy and practice.
Ensures consistent interpretation and application of leave and accommodation policies across the team.
Partners with HR COEs, Field HR, Payroll, and other stakeholders to resolve issues, obtain required information, and drive cases to completion.
Monitors dashboards and quality/production metrics; identifies trends, removes barriers, and implements process improvements to optimize efficiency and compliance with SLAs.
Conducts regular case audits and quality reviews to validate documentation, timelines, and compliance.
Provides targeted coaching and corrective guidance as needed.
Consults with managers on leave policy, compliance, and return-to-work planning; supports appropriate communication and coordination throughout the leave lifecycle.
Prepares and/or reviews payroll-related leave pay inputs and reports (e.g., disability pay) to ensure accuracy and timely processing.
Advocates for Associates on leave to support successful, complaint-to-work outcomes and appropriate accommodation where applicable.
Provides reporting and insights to HR partners and COEs to support people-related business decisions and HR strategy execution.
Leads team adoption of policy, process and system changes.
Communicate updates clearly and translate regulatory or procedure changes into actionable guidance.
Drives Associate engagement through effective communication, feedback, and recognition practices.
Participate on Human Resources and/or company-wide project teams, as assigned.
Other duties as assigned.