Sr Manager, Absence & Accommodations Support

Working with Us
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us.

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

Required Experience & Skills:

• 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.

If you