Tier 2 Team Lead

Summary

Join Instructure's Global Tier 2 HR Service Delivery Team as a Team Lead, managing a team specializing in Compliance, Auditing, and Benefit & Leave of Absence administration. You will ensure accurate and timely processing of complex HR transactions, maintain compliance with all applicable laws and regulations, and provide exceptional customer service. The ideal candidate possesses strong leadership skills, in-depth knowledge of HR compliance and benefit programs, and a proven ability to manage audits and improve processes. Lead, mentor, and develop a team of HR Service Delivery Specialists. Oversee the administration of employee benefit programs and manage leave of absence processes. Identify and implement process improvements to enhance efficiency and accuracy. Provide exceptional customer service to employees and stakeholders.

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 HR Service Delivery model
• Minimum of 2 years of experience leading or supervising a team
• In-depth knowledge of federal and state employment laws and regulations
• Strong understanding of global benefit programs and leave of absence policies
• Experience managing global HR audits and compliance initiatives
• Excellent communication, interpersonal, and problem-solving skills
• Strong organizational and time management skills
• Ability to maintain confidentiality and handle sensitive information
• Strong analytical and reporting skills

Responsibilities

• 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
• 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
• 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
• 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
• 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

Preferred Qualifications

• Proficiency in Workday and case management is preferred
• Case management experience preferred

Benefits

• Competitive compensation and participation in Instructure’s equity program
• Flexible schedules and a remote-friendly culture, with hybrid or onsite work available in some regions for specific jobs
• Generous paid time off, including global holidays and our annual “Dim the Lights” company-wide shutdown from December 26 to December 31
• Comprehensive wellness programs and mental health support
• Annual learning and development stipends to support your growth
• The technology and tools you need to do your best work—typically a Mac, with PC options available in some locations
• Motivosity employee recognition program
• A culture rooted in inclusivity, support, and meaningful connection