HR Coordinator, Leave of Absence

This position is part of the Leave of Absence Center of Excellence (LOA COE) for US-Based employees at Sherwin-Williams and is primarily responsible for providing LOA related services to HR Business Partners, employees and third-party vendors. Main responsibilities include answering phone calls and emails for LOA related inquiries as well as reviewing automated workflows and audits put in place to ensure employees are paid properly, on time and with the right absence codes. This position will also be responsible for escalating more complex requests to the Specialist and/or Management team members in the LOA COE.

This role is not hybrid/remote and will be located at our Hinckley Parkway building in Cleveland, OH.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.

CORE RESPONSIBILITIES AND TASKS

LEAVE OF ABSENCE SERVICES:

• First point of contact for LOA related phone calls and email inquiries, including documenting all incoming inquiries to the LOA case management system
• Provide guidance, assess risk, resolve issues and escalate complex cases to leadership as appropriate while performing activities related to short-term and long-term leaves for employees at work or returning to work from a medical absence
• Maintain confidential employee data residing in HR Cloud and third-party portals

STREAMLINE & STANDARDIZE ADMINISTRATIVE OPERATIONS:

• Ensure Service Level Agreements (SLAs) are being met or exceeded

• Conduct administrative processes for LOA services and ensure Standard Operating Procedures (SOPs) are reviewed and updated on a consistent basis

• Assist in the maintenance of LOA records to ensure they are documented accurately and timely through tracking, reporting and conducting frequent audits

BUILD & CULTIVATE FUNCTIONAL PARTNERSHIPS:

• Provide influential consultation services to employees, HRBP teams and vendors on a variety of topics related to LOA Services

• Engage and collaborate with vendor and partner teams (Benefits, Worker's Compensation (WC), Legal, Payroll, etc.) resulting in effective and consistent LOA processes, tracking and reporting

• Engage in regular meetings with the LOA COE and the third-party vendor to help better understand issues facing the team and vendor and help develop solutions to outstanding issues

SEEK OUT CONTINUOUS IMPROVEMENT OPPORTUNITIES:

• Identify, suggest and implement opportunities for process improvements and efficiency gains within the LOA Services programs

• Analyze leave data to continuously improve processes and quality of reporting

PROVIDE EXCEPTIONAL CUSTOMER SERVICE:

• Create a work environment where customer service and efficiency are key focus areas

• Provide guidance and empathetic support to employees, managers and HRBPs navigating leave and accommodation challenges

• Vet out suggestions from your customers with the team and vendor partners

• Implement best practices to enhance the employee experience through their leave and / or accommodation request

FOSTER INTERNAL CROSS-TRAINING & USER EDUCATION:

• Help support the build of ongoing training and education on LOA services for various audiences (HRBPs, employees, managers, timekeepers, etc.)

• Consistently cross-train with the Accommodation Services team on open cases, processes and policies

• Participate in ongoing LOA COE team meetings and team development opportunities to review escalated topics and share best practices

• Educate employees and HRBPs on complicated aspects of return to work, leaves and complex case processes

POSITION REQUIREMENTS

Required:

• Bachelor's Degree
• Experience in a customer service-based role
• Must be legally authorized to work in the United States without sponsorship now or in the future for employment visa status
• Must be at least eighteen (18) years of age
• Experience with MS Office programs (Microsoft Office - Excel, Word, Power Point)
• Demonstrated ability to work and communicate cross-functionally across the organization

Preferred:

• Bachelor's Degree with a concentration in Human Resource Management, I/O Psychology and / or Employment Law
• HR Certification (SHRM-CP or PHR or higher)
• Certified Leave Management Specialist (CLMS) Certification
• Experience in Leave of Absence or Disability Management with demonstrated knowledge of federal and state leave, disability and accommodation laws and SW leave policies

• Experience in enforcement of policy and procedures

• Experience with high volume, case management resolution

• Experience with general disability management (including worker's compensation cases), return-to-work strategies including accommodation management

• Experience with Oracle Cloud, Kronos/UKG, PowerApps, Cisco and ServiceNow HR Case Management