HR Service Absence Management Lead - NA

The Role

Operational Leadership

• Lead the Regional (NA) Leave Administration team in delivering reliable and high‑quality services aligned to GBS operating principles, ensuring compliance with federal, state, and local legislation.
• Partner with HR Services Delivery teams to deliver across Tier 0/1/2 ensuring a seamless colleague experience, resolving escalations and supporting standardised workflows.
• Strengthen operational consistency by embedding continuous improvement practices into daily management routines.
• Oversee PTO administration, including Tier 1 escalations and developing Tier 0 content that supports colleague self‑service.
• Ensure accurate preparation, reconciliation, and approval of all leave‑related payroll inputs, investigating and resolving discrepancies promptly.
• Review and validate timesheet data associated with absences and collaborate directly with colleagues to resolve errors.

HR Advisory & Case Management

• Provide expert guidance on complex absence cases, ensuring decisions are compliant, fair, and aligned with local requirements.
• Serve as a key connection point between Corporate Benefits, HR Partners, vendor partners, and other stakeholder groups.
• Ensure clear, accessible communication and documentation of complex program details and case outcomes.
• Identify recurring case themes and collaborate with partners to address root causes and drive continuous improvement.

Operational Excellence & Continuous Improvement

• Monitor service performance and develop improvements that enhance accuracy, efficiency, and colleague experience. Identify opportunities to standardise processes across the region and align with global HR Services design.
• Champion continuous improvement methodology within the team—using data, insights, and feedback to redesign or streamline processes.
• Lead or support digital and automation initiatives that improve service delivery within the GBS framework.
• Conduct regular data audits, analyse trends, and implement corrective and preventative actions.

Process, Compliance & Governance

• Maintain up‑to‑date awareness of leave legislation and ensure operational compliance across all absence programs. Coordinate with Corporate Benefits, Employee Relations and HR Services Regional Lead to implement legislative or policy changes efficiently and consistently.
• Ensure audit readiness through high‑quality documentation, data integrity, and strong process controls.
• Support ongoing review cycles to ensure processes remain streamlined, compliant, and continuously improving.

Digital Enablement & Technology

• Actively support enhancements to HR systems and digital tools, ensuring absence‑related processes reflect best practice and GBS standards.
  • Partner with HRIT and process owners to test, validate, and embed technology improvements that drive efficiency and reduce manual work.
  • Promote adoption of automation, reporting tools, and digital workflows to improve accuracy and scalability.

Stakeholder Engagement & Collaboration

• Build strong relationships across HR Services, Corporate Benefits, Payroll, Employee Relations, COEs, HR Talent Advisors and Business Partners, and vendor partners to ensure coordinated end‑to‑end service delivery.
  • Communicate program updates, service changes, and improvement initiatives clearly across stakeholder groups.
  • Champion a GBS mindset that encourages cross‑regional alignment, knowledge sharing, and consistent service experiences.

Change & Program Management

• Lead or support regional and global projects related to absence management, process optimisation, and system upgrades.
  • Ensure effective change management through strong communication, training, and stakeholder engagement.
  • Support knowledge transfer and capability development across HR Services teams to strengthen operational excellence.

The Requirement

• Associate degree or BS/BA in Human Resources, Business Administration, or a related field.
  • 5+ years of experience in employee benefits and absence administration, with a strong and specific understanding of related regulations, employment law, program requirements, and industry best practice in these areas. 
  • 3+ years of people management experience; remote leadership experience a plus.
  • Experience operating within a GBS model or shared services environment strongly preferred.
  • Str