HR Service Absence Management Lead - NA

The Role

Operational Leadership

• Lead the Regional (NA) Leave Administration team in delivering reliable and high‑quality services aligned to GBS operating principles, ensuring compliance with federal, state, and local legislation.
• Partner with HR Services Delivery teams to deliver across Tier 0/1/2 ensuring a seamless colleague experience, resolving escalations and supporting standardised workflows.
• Strengthen operational consistency by embedding continuous improvement practices into daily management routines.
• Oversee PTO administration, including Tier 1 escalations and developing Tier 0 content that supports colleague self‑service.
• Ensure accurate preparation, reconciliation, and approval of all leave‑related payroll inputs, investigating and resolving discrepancies promptly.
• Review and validate timesheet data associated with absences and collaborate directly with colleagues to resolve errors.

HR Advisory & Case Management

• Provide expert guidance on complex absence cases, ensuring decisions are compliant, fair, and aligned with local requirements.
• Serve as a key connection point between Corporate Benefits, HR Partners, vendor partners, and other stakeholder groups.
• Ensure clear, accessible communication and documentation of complex program details and case outcomes.
• Identify recurring case themes and collaborate with partners to address root causes and drive continuous improvement.

Operational Excellence & Continuous Improvement

• Monitor service performance and develop improvements that enhance accuracy, efficiency, and colleague experience. Identify opportunities to standardise processes across the region and align with global HR Services design.
• Champion continuous improvement methodology within the team—using data, insights, and feedback to redesign or streamline processes.
• Lead or support digital and automation initiatives that improve service delivery within the GBS framework.
• Conduct regular data audits, analyse trends, and implement corrective and preventative actions.

Process, Compliance & Governance

• Maintain up‑to‑date awareness of leave legislation and ensure operational compliance across all absence programs. Coordinate with Corporate Benefits, Employee Relations and HR Services Regional Lead to implement legislative or policy changes efficiently and consistently.
• Ensure audit readiness through high‑quality documentation, data integrity, and strong process controls.
• Support ongoing review cycles to ensure processes remain streamlined, compliant, and continuously improving.

Digital Enablement & Technology

• Actively support enhancements to HR systems and digital tools, ensuring absence‑related processes reflect best practice and GBS standards.
  • Partner with HRIT and process owners to test, validate, and embed technology improvements that drive efficiency and reduce manual work.
  • Promote adoption of automation, reporting tools, and digital workflows to improve accuracy and scalability.

Stakeholder Engagement & Collaboration

• Build strong relationships across HR Services, Corporate Benefits, Payroll, Employee Relations, COEs, HR Talent Advisors and Business Partners, and vendor partners to ensure coordinated end‑to‑end service delivery.
  • Communicate program updates, service changes, and improvement initiatives clearly across stakeholder groups.
  • Champion a GBS mindset that encourages cross‑regional alignment, knowledge sharing, and consistent service experiences.

Change & Program Management

• Lead or support regional and global projects related to absence management, process optimisation, and system upgrades.
  • Ensure effective change management through strong communication, training, and stakeholder engagement.
  • Support knowledge transfer and capability development across HR Services teams to strengthen operational excellence.

The Requirement

• Associate degree or BS/BA in Human Resources, Business Administration, or a related field.
  • 5+ years of experience in employee benefits and absence administration, with a strong and specific understanding of related regulations, employment law, program requirements, and industry best practice in these areas. 
  • 3+ years of people management experience; remote leadership experience a plus.
  • Experience operating within a GBS model or shared services environment strongly preferred.
  • Strong understanding of payroll processes and leave‑related pay impacts.
  • Demonstrated ability to operate with a strong service mindset, adapting quickly to changing priorities and fast moving environments.
  • Advanced proficiency in Microsoft Office; familiarity with Oracle, ServiceNow, SharePoint, and automation tools preferred.
  • Strong analytical and problem‑solving skills.
  • Highly organised, detail oriented, and capable of managing multiple priorities, deadlines, and workstreams simultaneously. oriented, and capable of managing multiple priorities, deadlines, and workstreams simultaneously.
  • Excellent verbal and written communication skills.
  • Strong project management capabilities and the ability to lead improvement initiatives.
  • Demonstrated ability to drive continuous improvement, optimise processes, and embed efficient, scalable ways of working.
  • Self‑starter with high attention to detail and commitment to continuous improvement.
  • Ability to work independently and collaboratively across diverse stakeholder groups.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation 

The base salary compensation range being offered for this role is $85,000.00-$100,000.00 USD annually.

This role is also eligible for an annual short-term incentive bonus.

Company Benefits 

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare: Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identity theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance, and other work/life resources. 
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

EOE, including disability/vets