Bachelors degree or equivalent military experience - Relevant experience as team lead or supervisor, or serving in a team specialist or leadership role- Experience supervising customer service representatives or case managers in a related program- Knowledge leave and disability regulations, specifically equality act 2010 and the employment equality act- Demonstrated knowledge in ms word, excel, access, outlook and powerpoint- Fluent in portuguese and englishjob summarykey job responsibilities- Manage the performance of teams through insightful communications, regular 1:, team meetings and reward and recognition programs. These teams can consist of accommodation consultants, leave case managers, triage specialists and/or sr. Case managers- Drive continuous improvement processes/initiatives to enhance the operational efficiency of the program.- Ensure compliance with a standard work, federal/state regulations, and company policy- Maintain system records to ensure accurate and timely information/documentation- Consult, coordinate and partner with our third party administrator, hr, safety, legal, payroll, benefits, team members and other departments/systems as appropriate- Achieve performance goals and objectives in line with the network wide vision and goals.- Communicate policies to the team and become the primary information source for staff following-Up to ensure compliance and consistency taking corrective action as necessary and documenting the issue and actions taken.- Partner with operations manager and other team supervisors regarding organizational design, workforce planning, succession planning, and skills assessment.- Review and analyze business unit data to identify trends and recommend solutions to improve performance, retention, and employee experience.- Respond to escalations, providing root cause analysis and recommendations. Develops remediation plan and drives to resolution with mínimal guidance from manager.- Perform audits of teams work, providing coaching and feedback to support ongoing performance improvement.- Maintain familiarity with defined operations processes to validate delivery in accordance with set quality standards and ensure compliance with standard work, federal/state or local laws and company policy- Contribute to growing the expertise of our stakeholders, by participating in meetings, tough case reviews, resolution of escalated cases and consultation- Collaborate with legal and compliance stakeholders on regulatory/employment liability issues as they relate to complex cases and/or policy development with leave, disability and/or accommodation- Collaborate with team members on development and review of sops and process documents- Participate and lead initiatives in cross-Functional process and business improvement projects- Support developments and implement standardized training materials, tools and resources to improve quality and productivity of the team- Partner with recruitment to post job openings and participate in interview loops across dls- Critically assess and adjust the case management plan to an employees changing needs- Address and respond to sensitive situations- Troubleshoot issues and seek to remove barriers for team members and customers- Identify and solve problems that may arise, sometimes with limited information- Communicate regular updates to employees and stakeholders both verbally and in writing- Influence change to ensure operational standards are met.- Act as mentor/trainer for all team members as needed to support skill development or on-Boarding new team members- Travel upto 50% as needed- Other duties as assigned- Experience in providing consultation and guidance on leave of absence, human resources, benefits, or complex employee matters- Exceptional customer service and communication skills, both verbal and in writing- Strong problem solving, time management and priority setting skills- Experience working with confidential information- Masters degree- Advanced knowledge of federal, statutory & company leave and accommodation policies- Advanced experience in hris, timekeeping, leave and disability case management software- Lean/six sigma certified or exposure to principles related to process improvement- Attention to detail and organizational skill.
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