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We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Employee Success (ES) is made up of human resources (HR) professionals who come together to continue to build Salesforce with a goal of helping our employees do the best work of their lives. In Employee Success, we attract and retain the top talent critical to building out our organization with the Ohana style treatment. Whether we are recruiting the next great candidate for our company, building out new programs, or refining our current operations, Employee Success is passionate about the design, development and delivery of a world-class employee experience, which allows Salesforce to deliver a world-class customer experience in the market.

The Sr. Leave of Absence (LOA) Case Manager provides leave of absence administration, coaching & employee support, within a People Services (Shared Services) function. Leverages best practices and consistency in process design to ensure accurate and impactful application of programs and procedures while remaining true to Salesforce culture.
This position is part of our People Services (Shared Services) function and requires a high level of organizational skills, attention to detail, and the ability to handle sensitive and confidential matters.

Function as a thought partner with global stakeholders to create seamless, end-to-end employee experiences for complex, high visibility LOA Programs, while identifying opportunities for continuous improvement.

• Offers primary support for addressing, resolving, and referring employee inquiries or issues. Acts as a subject matter expert on leave policies for designated countries, managing individual and often complex leave cases for employees.

• Assist the business to form/improve process and systems solutions that embed scalable frameworks/methodologies to satisfy both tactical and strategic business needs

• Interpret and apply understanding of Leave of Absence, Salesforce policies and practices, and other regulations to provide advice, guidance, clarification and coaching for employees and managers. In addition to facilitate process development, maintaining accurate, timely, and required documentation of activities to ensure quality employee records and metrics.

• Collaborate cross-functionally within Employee Success (ES) and other departments to identify opportunities for thought leadership in processes, procedures, and training, shaping the future operations of ES. Providing guidance and recommendations on system functionality and design in line with best practice and global governance.

• Manage or participate in special projects/programs requiring input from the Global Time & Attendance department. Activities include reviewing Business Requirements Documents (BRDs), conducting User Acceptance Testing (UAT), leading change management initiatives, and ensuring stakeholder communications (including Workers Council communication)

• Contribute to post-project hyper care plans to ensure smooth transitions. Train the People Services team on new processes and procedures.

• Primary point of escalation for our Leave of Absence Specialists, Leave of Absence Case Managers, Managers, Employees, vendors and Total Rewards Centre of Excellence.

• Develop and maintain comprehensive document knowledge base and internal team training guides. Leverage it to identify trends and recommend solutions for Leave of Absence related matters to aide in Tier 0, Tier 1 and Tier 2 resolution.

• Consults with Benefits/LOA department, Payroll, ESBPs, Salesforce legal counsel, as necessary.

• Monitor effectiveness of existing Leave & Benefits policies, guidelines, and processes; provide operational trend analysis and recommendations for evolution

• Execute against the framework for global program governance, key performance indicators and service level agreements flexing where necessary due to geography business practices, customs, and/or regulations. Build controls and audit to ensure an end to end compliant process.

• Maintains a high level of confidentiality in accordance with Salesforce regulations

• Work with cross-functional stakeholders, including Benefits COE, Payroll, Tier 1 People Advisors team, Legal/Compliance, Employee Relations, ESBPs, People Consultants, and Health and Safety.

Job Requirements

• Minimum 5 years’ experience in human resources, including LOA administration & vendor management, in addition to consulting on human resources policies and processes with employees and managers.

• Bachelor's degree preferred or equivalent experience

• Prior experience as an HR Generalist ideal

• Prior experience with working in a centralized human resource function preferred.

• Project management experience (2+ years)

• Ability to build, develop, implement and engage in new service delivery approaches

• Demonstrated ability to navigate successfully within ambiguity, multiple priorities and a constantly changing environment.

• Adept understanding of client motivations and business pain points; leverages inputs to influence business decisions

• Experience working in a high volume, fast-paced environment, preferably in a high growth technology company.

• Ability to make decisions guided by policies, practices, procedures and business plan.

• Uses best practices and knowledge of internal or external business issues to improve delivery of services.

• Works independently and collaboratively; receives moderate guidance on day-to-day work and deliverables.

• Goal-oriented with ability to prioritize on a consistent basis in an evolving work environment

• Proven ability to build cross-functional relationships and partner with various stakeholders to deliver solutions that are aligned to strategy, support business objectives, and meet all legal requirements

• Exceptional verbal and written presentation skills, including ability to prepare materials for audiences at all levels of the organization

• Experience with case management systems and Workday preferred.

• Advanced knowledge and experience with Excel, Word, and PowerPoint.

• Fluency in English, both verbal and written as a minimum, other European languages are a plus

Join us to play a pivotal role in shaping the future of our LOA programs and delivering exceptional employee experiences globally.

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