Summary Job Description

The Leave Management Liaison is responsible for managing the leave and absence administration processes for all Genuine Parts Company employees from leave initiation through closure, including all appropriate communications and transactional updates related to the employee’s HR record. This role will ensure consistent, high quality care and service is provided by their team of Leave Management Specialists in a high-volume service center environment.  The ideal candidate will have experience establishing or running a leave management function or been a part of the transition from a decentralized to a centralized model.

Primary Duties/Responsibilities

• Point of contact for all HR inquiries and escalated issues.
• Provide exceptional customer service responding to inquiries within one business day.
• Take necessary steps to ensure claim and coding issues are resolved timely and accurately.
• Track all HR concerns in escalation tracker.
• Provide monthly report of all escalations identifying trends and training opportunities.
• Leave Team Monthly Power Point Presentation of trends and opportunities.
• Create and conduct training to eliminate errors identified on escalation tracker.
• Monitor exception reports to ensure file transfers, coding and payroll are accurate.  
• Adhere to documented processes when handling request,  inquiries and transactions.
• Ensure quality employee experience by using a professional and service-focused approach when handling all inquiries, transactions and requests
• Ensure employee privacy, including confidentiality and protection of sensitive employee reports or information
• Attend and participate in on-going training to support the ever-changing environment
• Overall responsibility for all aspects of the Leave Management team includes:
• Maintain and develop staff and manage individual performance
• Manage team workload and conduct regular checks to ensure quality of service delivered in a timely manner.
• Fosters a team environment to drive ownership of work and encourages team involvement and support around process improvement ideas
• Coordinates team projects and drives for results through task delegation and follow up
• Manages and monitors systems and data integrity

As a member of the Service Center Management Team, interprets overall strategic vision and communicates overall message to team.

Qualifications

• 1-3 years prior experience in a call center or service center environment
• 5-10 years prior experience leading teams
• Minimum 5 years of experience managing FMLA/STD claims, absence management or similar claims experience
• Knowledge of Leave of Absence regulations and legislation, including FMLA
• Superior Customer Service skills
• Excellent oral and written communication skills
• Good interpersonal skills to build effective relationships at all levels of the organization
• Exposure to HR and/or case management technologies (e.g., portal technology, case management, human capital management, etc.).  Kronos Absence Management (or an alternative absence management technology) experience preferred.
• Strong problem solving and decision making abilities
• Experience with HR administration and general exposure / knowledge of various HR functions (e.g., policy, compensation, employee relations, benefits, performance management, etc.)
• Proficient computer skills (Microsoft Word, Excel, Power Point)
• Team player with a positive attitude

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.