Time Away Coordinator 1 EY Global Delivery Services

Senior Associate Time Away Operations (Leave & Accommodations)

Role Summary

Provide operational and case coordination support for EYs Time Away services (Leave Management and Workplace Accommodations). This role manages high-volume administrative workflows ensures accurate case documentation and supports timely communication and follow-up. The position enables senior team members to focus on complex compliance and advisory work by maintaining high standards of execution data integrity and confidentiality.

Key Responsibilities

Case Intake & Documentation

• Set up and maintain accommodation and leave cases in case management systems (e.g. Navex SuccessFactors)
• Ensure accuracy completeness and proper linkage of employee records and supporting documentation
• Perform initial quality checks and resolve data gaps before case progression

Inbox & Case Coordination

• Manage shared inboxes and triage incoming inquiries documents and requests
• Determine appropriate routing urgency and next steps based on established guidelines
• Respond to routine employee inquiries and escalate complex or sensitive issues as needed

Case Lifecycle Support

• Coordinate collection of required documentation (e.g. medical certifications birth certificates approvals)
• Track outstanding items and follow up with employees and stakeholders to meet deadlines
• Support return-to-work communications and case updates

Quality Control & Case Closure

• Conduct quality reviews on active and closing cases to ensure accuracy and compliance
• Validate that all required documentation notes and approvals are complete prior to closure
• Identify and correct errors or inconsistencies in case records

Leave Processing & Tracking

• Support processing and validation of leave transactions (e.g. parental medical leaves) in HR systems
• Maintain trackers to monitor documentation deadlines and case status
• Ensure timely updates and communication of leave details to employees

Reporting & Operational Support

• Maintain trackers and support reporting on case volumes turnaround times and key deadlines
• Flag potential risks delays or compliance concerns to team leads
• Assist with ad hoc operational tasks and process improvements

Required Qualifications

Experience

• 24 years of experience in HR operations shared services case management or a high-volume administrative role
• Exposure to leave of absence accommodations or regulated HR processes preferred

Skills

• Strong attention to detail and ability to manage high-volume deadline-driven work
• Solid judgment to triage cases assess urgency and determine appropriate actions
• Clear and professional written and verbal communication skills including handling sensitive employee situations
• Ability to follow structured processes while identifying gaps or inconsistencies
• Strong organizational skills to manage multiple cases simultaneously

Technical

• Proficiency in Microsoft Office (Outlook Excel Word)
• Experience with HR systems and/or case management tools (e.g. SuccessFactors Navex) preferred
• Ability to maintain trackers and support basic reporting
• Compliance & Confidentiality
• Ability to handle sensitive personal and medical information with discretion
• Working knowledge of data privacy practices; familiarity with U.S. leave and accommodations processes (e.g. FMLA ADA) preferred

Education

• Bachelors degree in Human Resources Business Administration or related field (or equivalent experience)