Sr. HR Operations Specialist

Position Summary

The Sr. HR Operations Specialist is a key broad-based HR role focused on resolving employee inquiries and supporting the administration of HR policies, especially around leaves of absence. This is an employee-facing role to support the employee experience for all levels of the organization, help enhance processes and create and improve resources. Serve as a key point of contact for counseling and managing leaves of absence, in partnership with external vendor. Help maintain the HR Service Center knowledge base, ensuring accurate, timely responses to HR inquiries and driving continuous improvement in service delivery.

Accountabilities & Responsibilities

HR Service Center Support
• A first point of contact for employee questions on any HR related topics. Respond to inquiries across many HR topics (leaves, policies, payroll, benefits) with accuracy and professionalism, escalating to colleagues or vendors as needed.
• Provide expert guidance and counsel to HR colleagues, managers and employees to enhance the employee experience and to minimize risk. Document interactions within the case management system and ensure timely resolution of open cases.
• Track and optimize HR Service Center processes and technology platforms for case management and reporting.
• Update knowledge base content, intranet resources and communication materials related to leave programs and broader HR topics.
• Provide reporting and analytics on leave metrics and HR Service Center performance to inform decision-making and communication strategies.
• Manage open cases to resolution, while keeping stakeholders informed of status and resolution timing and maintain compliance audit readiness.

Leave Management & Compliance
• Serve as a point of contact in partnership with leave vendor for leave-related inquiries, including FMLA, disability, ADA, PFL, and workers’ compensation.
• Contribute to shaping leave management policies and practices to ensure compliance and enhance organizational effectiveness.
• Provide guidance to employees on leave policies, documentation requirements, and process steps.
• Proactively communicating status updates and anticipated resolution timelines to employees and managers.

Continuous Improvement & Projects
• Collaborate on HR projects and initiatives aimed at improving service delivery, compliance, and employee engagement.
• Leverage HRIS and case management tools to analyze trends, identify gaps, and recommend technology enhancements.
• Be a resource for training others on leave processes and compliance requirements.
• Perform various HR tasks/projects as assigned.

Education & Experience
Required:
• Bachelor’s Degree or 4+ years of equivalent HR experience.
• Minimum of 5-7 years of HR experience with some focus on leave administration and compliance.

Preferred:
• Previous experience in an HR Service Center or shared services environment.
• HR Certification (PHR, SHRM-CP, or equivalent).
• Advanced knowledge of FMLA, ADA, PFL, disability, and workers’ compensation regulations.

Knowledge & Skills
• Proficient with Microsoft Office; experience with HRIS/HCM systems (UKG preferred) and case management tools.
• Solid analytical skills with ability to interpret data and identify trends.
• Exceptional customer service and communication skills, including the ability to handle sensitive and complex situations with professionalism.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Demonstrated ability to exercise sound judgment, maintain confidentiality, and build trust with stakeholders.