Global Service Delivery (Tier 2) Team Lead

Position Overview

• Location Type:
• Job Type: Full-time
• Salary:

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

We are seeking a highly organized and detail-oriented Global Tier 2 HR Service Delivery Team Lead to manage a team specializing in Compliance, Auditing, and Benefit & Leave of Absence administration. This role will be responsible for ensuring accurate and timely processing of complex HR transactions, maintaining compliance with all applicable laws and regulations, and providing exceptional customer service to our employees. The ideal candidate will possess strong leadership skills, in-depth knowledge of HR compliance and benefit programs, and a proven ability to manage audits and improve processes.

Responsibilities

Team Leadership & Management

• Lead, mentor, and develop a team of HR Service Delivery Specialists focused on Compliance, Benefits, and Leave of Absence in multiple time zones.
• Assign and monitor workloads, ensuring efficient and accurate processing of transactions.
• Conduct regular team meetings and performance reviews.
• Identify and address training needs and knowledge gaps within the team.
• Foster a collaborative and positive team environment, promoting knowledge sharing and best practices.
• Manage team scheduling and workload distribution to ensure adequate coverage and efficient service delivery.

Compliance & Auditing

• Ensure compliance in a global setting with all federal, state, and local employment laws and regulations (e.g., ERISA, FMLA, ADA, HIPAA).
• Manage and coordinate internal and external HR audits, including preparation of documentation and responses.
• Develop and implement a compliance/audit calendar.
• Develop and maintain audit checklists and procedures.
• Identify and mitigate compliance risks.
• Stay abreast of changes in employment laws and regulations and communicate updates to the team and relevant stakeholders.
• Maintain accurate records for all HR compliance related activities.

Benefit & Leave of Absence Administration

• Oversee the administration of employee benefit programs, including health insurance, retirement plans, and other voluntary benefits.
• Manage leave of absence processes, including FMLA, ADA, and company-specific leave policies. Partnering with the Benefits COE as appropriate.
• Respond to complex employee inquiries related to benefits and leave of absence.
• Ensure accurate and timely enrollment, changes, and terminations in benefit systems.
• Work with benefit vendors to resolve issues and improve service delivery.
• Process and monitor workers compensation claims, and interact with the relevant insurance companies.

Process Improvement & Documentation

• Identify and implement process improvements to enhance efficiency and accuracy.
• Develop and maintain comprehensive documentation, including standard operating procedures (SOPs) and knowledge base articles.
• Utilize Workday system to track and analyze data, identify trends, and generate reports.
• Utilize a case management system to track and solve employee issues.

Customer Service

• Provide exceptional customer service to employees, managers, and other stakeholders.
• Monitor team performance against established KPIs and SLAs, ensuring timely and accurate resolution of employee inquiries.
• Resolve complex employee inquiries and issues in a timely and professional manner.
• Escalate issues to appropriate resources as needed.

Requirements

• Bachelor's degree in Human Resources, Business Administration, or a related field.
• Minimum of 5 years of experience in HR, with a focus on compliance, benefits, and leave of absence administration.
• Familiarity or experience with global HR compliance and regulations.
• Strong understanding of HR principles, best practices, and relevant legislation.
• Proven experience in leading and managing a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in HRIS systems (e.g., Workday) and case management tools.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong analytical and reporting skills.