Global HR Service Delivery (Tier 2) Team Lead
US-Remote
G&A – Human Resources /
Full-time /
Remote
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.
What you will do:
- 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.
What you will need to know/have:
- 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.
- Proficiency in Workday and case management is preferred
- Case management experience preferred
- 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.
Get in on all the awesome at Instructure!
- We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:
- 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
$78,000 - $90,000 a year
This range reflects our target hiring range, with flexibility based on experience, skills, and market factors.
We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be — and when we openly welcome those ideas, our environment is better and our business is stronger.
At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer.
All Instructure employees are required to successfully pass a background check upon being hired.
