Global HR Service Delivery Specialist Tier 2

Instructure is seeking a dedicated and knowledgeable Global Tier 2 HR Service Delivery Specialist to join our dynamic HR team. This role will focus on providing expert support to our Benefits COE and resolution for employee inquiries related to benefits administration and leave of absence management. The ideal candidate will possess a solid understanding of the US and non-U.S. Global benefit plans, leave policies, and related regulations, coupled with excellent customer service and problem-solving skills. As a Tier 2 specialist, you will handle escalated inquiries, contribute to process improvements, and ensure accurate and timely service delivery.

What you will be doing :

• Benefits Administration :
• Serve as a subject matter expert for global employee benefit programs, including medical, dental, vision, life insurance, retirement plans, and other voluntary benefits.
• Respond to escalated employee inquiries regarding benefit enrollment, eligibility, plan details, claims, and vendor interactions.
• Assist with benefit enrollment processes, including open enrollment, new hire enrollment, and qualifying life events.
• Troubleshoot and resolve complex benefit-related issues, collaborating with benefit vendors and our Benefits COE and other internal stakeholders as needed.
• Maintain accurate benefit records and ensure data integrity in HR systems.
• Provide guidance and support to Tier 1 HR representatives on benefit-related inquiries.
• Leave of Absence Administration :
• Manage and administer various global leave of absence programs, including U.S. FMLA, ADA, state-specific leaves, and company-specific leave policies.
• Guide employees through the leave of absence process, providing clear and accurate information on eligibility, required documentation, and return-to-work procedures.
• Evaluate leave requests for compliance with applicable laws and company policies.
• Coordinate leave administration with payroll, benefits COE, and other relevant departments.
• Maintain accurate leave records and ensure timely communication with employees throughout their leave period.
• Respond to escalated leave-related inquiries and resolve complex leave issues.
• Maintain current knowledge of global federal, state, and local leave laws and regulations.
• Service Delivery & Process Improvement :
• Provide exceptional customer service to employees, ensuring timely and accurate resolution of inquiries.
• Document all interactions and resolutions in the HR service delivery case management system.
• Identify and escalate systemic issues and trends to HR Service Delivery leadership.
• Contribute to the development and maintenance of knowledge base articles and training materials.
• Participate in process improvement initiatives to enhance efficiency and effectiveness of HR service delivery.
• Maintain a high level of confidentiality regarding employee information.

What you will need to know / have :

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