SUMMARY:
The Leave Administration Manager is responsible for overseeing the operational delivery, governance, and performance of outsourced leave administration, disability administration, and workplace accommodation programs across the United States and Canada. This role serves as the primary internal owner of the employee experience and ensuring vendor partners deliver compliant, efficient, and employee-focused support.
Serving as an internal point of escalation for employees, managers, and HR partners, this role supports the resolution of complex leave, disability, workplace accommodation, and payroll-related absence issues across the United States and Canada. The role partners with third-party administrators, disability carriers, accommodation providers, and internal stakeholders to coordinate issue resolution, advocate for employees, support vendor performance, and ensure the accurate and compliant delivery of outsourced leave and accommodation services.
JOB DUTIES
- Leave Administration, Disability & Workplace Accommodation Service Delivery· Serve as the internal owner for operational service delivery related to leave administration, disability administration, workplace accommodations, and absence management programs.· Oversee the employee experience associated with outsourced leave, disability, and accommodation services across the United States and Canada.· Monitor service delivery performance, employee feedback, operational metrics, and service trends to ensure a high-quality employee experience.· Identify and address service delivery gaps, operational risks, and improvement opportunities.· Ensure consistent administration and employee support throughout all stages of the leave, disability, and workplace accommodation lifecycle.Employee Escalation Management· Serve as the primary point of escalation for complex or sensitive leave, disability, workplace accommodation, and payroll-related absence issues.· Support employees, managers, and HR partners in navigating complex leave and accommodation scenarios.· Partner with vendors, Payroll, HR Operations, Employee Relations, Legal, and People Systems to resolve employee issues requiring elevated support.· Advocate for employees and drive timely resolution of escalated matters.· Monitor escalation trends and recommend operational or service delivery improvements.· Vendor Management & Accountability· Manage day-to-day operational relationships with leave administration, disability administration, workplace accommodation, and related service providers.· Monitor vendor performance against service-level agreements, contractual commitments, and key performance indicators.· Conduct operational reviews and analyze vendor performance trends.· Hold vendors accountable for service quality, case management effectiveness, regulatory compliance obligations, and employee experience outcomes.· Partner with vendors to implement corrective action plans and continuous improvement opportunities.· Partner with People Systems, Payroll, and HR technology teams to monitor, troubleshoot, and resolve data integrity, integration, and system-related issues impacting leave administration, disability programs, workplace accommodations, and employee experience.
- Compliance & Governance· Support compliance oversight activities associated with leave administration, disability administration, and workplace accommodations, including FMLA, ADA, state leave programs, Canadian Human Rights accommodation requirements, provincial leave legislation, disability programs, military leave, and other regulatory requirements.· Partner with Legal, Employee Relations, Payroll, Total Rewards, and HR leadership to support compliance initiatives, workplace accommodation governance, and risk management activities.· Assist with audits, reporting obligations, vendor compliance reviews, and operational risk assessments.· Monitor legislative and regulatory changes affecting leave administration and workplace accommodation practices across the United States and Canada.· Maintain documentation, controls, and operational procedures supporting compliance and risk management.
EDUCATION & EXPERIENCE
- Bachelor's degree in Human Resources, Business Administration, Healthcare Administration, Occupational Health, or a related field.
- 5+ years of progressive experience supporting leave administration, disability administration, workplace accommodations, absence management, HR Operations, Shared Services, or related functions.
KNOWLEDGE, SKILLS, ABILITIES
- Demonstrated knowledge of U.S. leave and disability programs, including FMLA, ADA, state leave programs, and workplace accommodation processes.
- Demonstrated knowledge of Canadian leave administration and accommodation requirements, including provincial leave legislation and Duty to Accommodate obligations.
- Experience managing employee escalations and resolving complex leave, disability, accommodation, and payroll-related absence issues.
- Experience managing third-party administrators and outsourced leave, disability, and accommodation service providers.
- Experience supporting vendor governance, service level management, and operational performance reviews.
- Experience partnering with Payroll, Employee Relations, Legal, HR Operations, and HR technology teams to support employee case resolution.
- Experience interpreting and applying policies, regulations, and administrative procedures in a compliant manner.
- Strong analytical, problem-solving, communication, and stakeholder management skills.
- Experience working within an employee-facing service delivery environment.
Preferred Qualifications
· Experience supporting leave administration, disability administration, and workplace accommodations across both the United States and Canada.
· Experience supporting large, distributed, operationally intensive workforces within manufacturing, industrial distribution, retail, logistics, transportation, or similar industries.
· Experience managing outsourced leave administration, disability administration, and accommodation vendors.
· Experience overseeing accommodation programs and coordinating complex accommodation cases in partnership with Employee Relations and Legal.
· Experience with Workday, ServiceNow, HR case management platforms, and employee service delivery technologies.
· Experience supporting annual compliance reviews, audits, regulatory reporting, and operational governance activities.
· Professional certifications related to leave administration, disability management, accommodations, or Human Resources (e.g., CLMS, CPDM, SHRM-CP, SHRM-SCP, PHR, SPHR).
· Experience supporting mergers, acquisitions, organizational restructuring, integrations, or shared services environments.
· Experience leveraging reporting, metrics, and workforce data to identify trends and improve operational performance.
· Experience participating in automation, self-service, process improvement, or operational excellence initiatives.
LICENSES & CERTIFICATIONS:
SUPERVISORY RESPONSIBILITY:
BUDGET RESPONSIBILITY: Yes
COMPANY INFORMATION:
Motion Industries offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition reimbursement, vacation, sick, and holiday pay.
DISCLAIMER:
This job description illustrates the general nature and level of work performed by employees within this job classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and skills required. Management retains the right to add or modify duties at any tim
