Leave Administration Generalist II in Orlando Operations Center at Marriott Vacations Worldwide Call Center

Date Posted: 2/12/2020

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

The HR Generalist II, Leave Administration, is responsible for administering statutory and company incidental leaves of absence in accordance with applicable regulations for the U.S. associate population of Marriott Vacations Worldwide.  The Leave Administration team within the Associate Service Center serves as the Center of Excellence (COE) for leave administration.  Responsible for receiving and resolving “Tier 2” HR inquiries related to leaves of absence. The HR Generalist II, Leave Administration, is highly skilled in leave-related legislation in order to determine designations for FMLA, ADA & Medical leave, facilitate all leave denials (for reasons other than eligibility), provide recurring and on-demand leave reporting and conduct the failure to return to work process for associates who do not return to work following a leave of absence. Partners with leaders and Field HR team when needed to determine departments ability to accommodate Intermittent ADA requests. Partner with the legal team on matters such as FMLA or ADA as needed for more complicated requests. Leverages company policies to respond to inquiries by phone, case/e-mail, and in-person.  All inquiries are to be documented and addressed within established Service Level Agreement (SLA) levels for resolution.  The HR Generalist II, Associate Services, reports to the Manager, Leave Administration. 
 
Follows all company policies and procedures; ensures uniform and personal appearance are clean and professional; maintains confidentiality of proprietary information. Speaks with others using clear and professional language; prepares and reviews written documents accurately and completely; answers telephones using appropriate etiquette. Develops and maintains positive working relationships with others; supports team to reach common goals; listens and responds appropriately to the concerns of other employees. Moves, lifts, carries, pushes, pulls, and places objects weighing less than or equal to 10 pounds without assistance. Performs other reasonable job duties as requested by Supervisors.  
 
  CRITICAL TASKS 
 
Customer Service Support ▪ Respond to inquiries about leave determinations and options available to associates at the COE for leave administration. ▪ Remain logged into the phone line in order to support incoming requests from associates (Leave inquiries, second priority). ▪ Support associate inquiries in languages other than English through language line support. ▪ Ensure assigned cases within the case management application are addressed thoroughly with accurate information. ▪ Ensure volume of work is being accurate captured within defined guidelines by task and reported through available outlets. ▪ Ensure established Service Level Agreements (SLAs) related to the quality and timeliness of responses and closed or transferred cases are met. ▪ Support projects and other duties as assigned to the Associate Service Center for administration. Leave Administration ▪ Review medical documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws and company benefit plans. ▪ Leverage duration guidelines, best practice tools and Company resources to support oversight of a leave event as appropriate. ▪ Facilitate a smooth return to work process. ▪ Address and respond to sensitive situations. ▪ Respond to associate impacting issues that may arise during the leave event and ensure the right communication occurs. ▪ Facilitate leave denials (for reasons other than eligibility). 
 
▪ Provide recurring or ad hoc leave reporting to leaders upon request. Compliance ▪ Ensure compliance with federal/state regulations, and company policy. ▪ Maintain system records to ensure accurate and timely information/documentation. Accommodations ▪ Troubleshoot issues and seek to remove barriers before, during, or after a leave event. ▪ Facilitate the failure to return process. 



Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.