Service Delivery Manager Jobs in Rhode Island (NOW HIRING)

The Leave Management Manager is responsible for the day-to-day administration and operational management of the organization's leave of absence programs. This role oversees leave case management processes, supervises leave management staff, ensures compliance with applicable federal and state regulations, and serves as a primary resource for employees, managers, and HR partners regarding leave-related matters. The Manager partners closely with the Director, Leave Management, to support departmental objectives, implement program initiatives, maintain operational standards, and ensure consistent administration of leave programs across the organization.

This role is responsible for monitoring daily operations, addressing escalated leave issues, supporting compliance efforts, overseeing ADA leave processes, and fostering a positive employee experience throughout the leave lifecycle. Primary Responsibilities Manage the day-to-day administration of leave of absence programs, including FMLA, ADA-related leave processes, military leave, personal leave, and state-specific leave programs, ensuring compliance with organizational policies, applicable leave laws, multiple collective bargaining agreements, and multi-state regulatory requirements. Supervise, coach, and develop Leave of Absence team members, overseeing workloads, productivity, performance, service delivery, and adherence to departmental procedures and customer service standards.

Review and oversee complex leave cases, including intermittent leave, leave extensions, ADA-related leave requests, and return-to-work matters; serve as an escalation resource for employees, managers, HR Business Partners, and Leave team members. Coordinate ADA leave administration activities, including leave exhaustion tracking, medical documentation review, case transitions, and collaboration with Human Resources, Employee Relations, Occupational Health, Legal, and other stakeholders. Ensure operational compliance through ongoing case oversight, audits, documentation reviews, monitoring of regulatory and contractual requirements, and implementation of corrective actions as needed.

Support the Director, Leave Management, in the execution of departmental goals, operational initiatives, process improvements, policy updates, audits, regulatory reviews, vendor management activities, reporting, and special projects. Develop, maintain, and enhance departmental procedures, workflows, training materials, and standard operating practices to promote consistency, efficiency, compliance, and service excellence. Monitor third-party vendor performance and service delivery, addressing operational concerns and escalating significant issues as appropriate.

Partner with Payroll, Benefits, Employee Relations, Occupational Health, HR Business Partners, managers, and other stakeholders to ensure effective leave administration, communication, and return-to-work coordination. Track, analyze, and report leave-related metrics, operational trends, and compliance data; identify opportunities to improve workflow efficiency, service delivery, and program effectiveness. Provide education, guidance, and support to managers, employees, and HR staff regarding leave policies, procedures, documentation requirements, and regulatory compliance.

Maintain current knowledge of applicable leave laws, regulations, collective bargaining agreements, and industry best practices; perform other duties as assigned. Education Bachelor's degree in Human Resources, Business Administration, Healthcare Administration, Nursing, or a related field required. Equivalent combinations of education and relevant experience may be considered.

Professional certifications such as Certified Leave Management Specialist (CLMS), SHRM-CP, SHRM-SCP, PHR, SPHR, are preferred. Experience Minimum of 5 years of progressively responsible experience in leave management, benefits administration, employee relations, case management, or a related Human Resources function, with at least 2 years of supervisory or team leadership experience. Strong knowledge of FMLA, ADA leave processes, military leave provisions, state leave laws, and other applicable leave regulations, with experience interpreting and applying leave policies, regulatory requirements, and return-to-work processes.

Experience administering leave programs in a complex healthcare, unionized, multi-site, or multi-state environment preferred, including knowledge of leave-related provisions within multiple collective bargaining agreements and varying state leave requirements. Demonstrated experience managing complex leave cases, coordinating with third-party leave vendors, conducting audits, monitoring compliance activities, and utilizing HRIS, leave management, and reporting systems to support operational effectiveness and decision-making. Strong organizational, analytical, problem-solving, and communication skills, with the ability to exercise sound judgment and maintain confidentiality when handling sensitive employee information.

Supervisory Responsibilities Directly supervises up to 6 FTEs within the Leave Management function. Responsible for performance management, coaching, development, workload distribution, and operational oversight of assigned staff. Pay Range $100,027.20-$165,048.00 Location BHCS 15 LaSalle Square - 15 LaSalle Square Providence, Rhode Island 02903 Work Type M-F 8-4:30pm Work Shift Day Daily Hours 8 hours Driving Required No Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment

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