Introduction
This case study focuses on my experience as a Leave of Absence (LOA) analyst. I undertook various initiatives to improve processes, automate reporting, and enhance efficiency within the LOA team at a global SAAS company. The goal was to eliminate manual tasks, ensure accurate payroll processing, and establish streamlined case management procedures.
Consulting Focus
- Financial Recovery
- Compliance & Data Integrity
- Employee Self-Service
- Policies & Procedures
- Cross-Functional Collaboration
Methodology Highlights
- Continuous Improvement
- Change Management
- Data Management
- Procedure Documentation & Policy Updates
Problem
As an LOA analyst, I identified several challenges, including manual processes, duplicated tasks, payroll discrepancies, and the need for efficient case tracking and management. These issues were impacting the productivity and accuracy of the LOA team and payroll operations.
Objectives
- Eliminate manual processes and implement automation to reduce workload.
- Improve payroll accuracy and address leaves-related payroll discrepancies.
- Enhance case tracking, management, and employee self-service capabilities.
- Update and document LOA processes and procedures for consistency and knowledge sharing.
Methodology
- Automation: Implemented automated reporting and built an automated report into the Workday HRIS system, resulting in a recovery of 6 hours of work per week for the LOA team.
- Payroll Support: Researched and corrected leaves-related payroll discrepancies, providing guidance to employees and internal stakeholders on payroll-related queries.
- Training and Documentation: Created training materials, including documents and videos, for pay tracking and recoupment procedures. Advised and counseled on pay discrepancies for various stakeholders.
- Internal Audit: Collaborated with the internal compliance team to conduct an official internal audit of LOA processes.
- Recruitment and Tracker Improvement: Interviewed and assisted in the selection of an experienced LOA specialist who introduced an advanced LOA tracker. Combined the previous tracker with the new tracker’s features using Asana, enabling automation, efficient tracking, case management, and an integrated case intake form.
- Policy Updates: Collaborated with the Employment Law Manager to update policies on the Confluence Knowledge Base/Wiki system. Developed an internal website using Google Sites to document complex state-specific policies.
Implementation
- Data Audit: Conducted a comprehensive data audit across various systems (Workday HRIS, Google Sheets, Asana, employee communications) to verify, update, and maintain accurate and compliant information.
- Data Cleanup: Transferred over 200 missing entries from HRIS to the Asana tracker to ensure data cleanliness.
- Payroll Recovery: Identified overpayments amounting to $200,000 and successfully recouped the funds. Discovered underpayments totaling $36,000 and ensured their issuance to deserving employees.
- Policy Foundation: Established the practice of performing regular data audits, which became the foundation for a policy aimed at maintaining data accuracy.
Results
- Automation and Efficiency: The implementation of automation and streamlined reporting saved 6 hours of work per week for the LOA team.
- Payroll Accuracy: Resolving leaves-related payroll discrepancies ensured accurate and timely payroll processing.
- Data Cleanup: Identified and corrected overpayments and underpayments, resulting in significant financial recovery for the company.
- Process Documentation: Developed comprehensive end-to-end LOA case management processes, including video walkthroughs and other materials, promoting consistency and knowledge sharing.
Lessons Learned
- Automation is key: Implementing automation significantly reduced manual tasks and improved efficiency.
- Collaboration drives success: Partnering with internal compliance and HR stakeholders was crucial for conducting audits and updating policies.
- Data integrity is essential: Regular data audits and cleanup are necessary to maintain accuracy and compliance.
- Documentation enhances knowledge sharing: Developing clear and comprehensive process documentation facilitates consistency and enables effective training.
Recommendations & Conclusion
The successful implementation of automation, process improvements, collaboration, and documentation significantly streamlined LOA processes, enhanced payroll accuracy, and improved case management. These initiatives resulted in tangible benefits such as time savings, financial recovery, and increased overall efficiency for both the LOA team and the organization.
To sustain these gains, it’s recommended to continually explore automation opportunities to further streamline processes. Regular audits should be conducted to ensure ongoing data accuracy and compliance. Encouraging cross-functional collaboration remains crucial for continuous improvement and policy updates.
The lessons learned underline the pivotal role of automation, collaboration, data integrity, and documentation in driving operational efficiency and accuracy within the LOA department, reflecting a robust foundation for sustained enhancements and organizational excellence.