layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - HR Shared Services Manager, Leave, Accommodations & ER at Ameriprise

Leading, coaching, and developing the US HR Specialist team
Bringing energy, optimism and practical problem-solving to challenges, helping the team maintain momentum through complex cases, competing priorities and change.
Overseeing the delivery of leave services through the company’s third-party leave administrator, including service quality, escalations, case coordination and the employee and manager experience.
Managing the operational relationship with the third-party leave administrator, monitoring service performance and addressing recurring service or process issues.
Ensuring effective coordination between the leave administrator, employees, managers and internal partners where cases involve accommodations, return to work, employee relations or other complex circumstances.
Overseeing workplace accommodation processes, including effective employee and manager communication, case documentation and appropriate escalation.
Overseeing standard ER processes, including attendance, performance, conduct, corrective action and policy interpretation.
Acting as an escalation point for complex, sensitive or higher-risk leave, accommodation and ER cases.
Managing case delivery through ServiceNow, including allocation, aging, SLAs, documentation, case quality and closure.
Monitoring case volumes, trends, and performance metrics, driving improvements and case deflection
Identifying opportunities for case deflection, knowledge improvement, process standardisation and automation.
Ensuring accurate processing and data integrity in Workday
Leading and delivering HR projects and process improvements, including system enhancements and process harmonisation
Partnering with HR Business Partners, Employee Relations, Payroll, Benefits, HRIS, and other stakeholders
Ensuring compliance with local employment requirements across the US, including applicable federal, state and local requirements
Driving continuous improvement, standardisation, and automation of HR processes
Required Qualifications
Minimum of 5 years in a related role.
An engaging and optimistic leadership style that brings energy to the team, encourages practical problem-solving and helps others see opportunities alongside challenges.
Experience leading an HR, Leave, Accommodations or Employee Relations team within a shared-services, HR service center or centralized case-management model.
Strong practical knowledge of US leave of absence and workplace accommodation processes, including federal and multi-state requirements.
Experience managing standard ER processes and identifying cases requiring specialist or legal escalation.
Proven experience managing high-volume case delivery, including workload allocation, service levels, escalations, documentation and case quality.
Proven experience working in a case management environment managing case lifecycle, SLAs, and escalations
Strong working knowledge of Workday (or similar HRIS)
Proven experience leading projects, process improvements, or HR transformation initiatives
Ability to manage high-volume, case-driven workloads while maintaining quality and compliance
Strong stakeholder management skills across a matrixed, international environment
Excellent problem-solving, organisational, and decision-making skills
High attention to detail, with a strong focus on data accuracy and governance

HR Shared Services Manager, Leave, Accommodations & ER

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Equal opportunity and accommodations

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