Job Description

Senior Associate – Time Away Operations (Leave & Accommodations)

Provide operational and case coordination support for EY’s 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

• 2–4 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

• Bachelor’s degree in Human Resources, Business Administration, or related field (or equivalent experience)