Time Away Coordinator - EY Global Delivery Services
EY · Caba
Senior Associate – Time Away Operations (Leave & Accommodations)
Role Summary
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)