The Sr Subject Matter Expert (SME) is an integral part of DLS. The Sr. Subject Matter Expert is a resource for employees, team members and vendors; has deep understanding of HR Services, both in workload and priorities. The Sr. SME Specialist has the highest level of specialized knowledge within DLS and operates with considerable autonomy and discretion. The person assigned to this role will be responsible to set overall objectives and goals for their team; also, provide guidance to high-level leadership, develop training programs and documentation.
In this role, the Sr SME will lead some of the new key strategies that will improve the experience of DLS.
*Position scope and responsibilities may be adjusted according to business requirements

Key job responsibilities
• Provide support and guidance to Time Away Case Managers, Sr Case Managers, and Leadership
• Identify and eliminate root causes
• Own and lead process improvement, process redesign, best practice sharing
• Create reports and present to senior leadership on trends to provide recommendations for improving the employee experience with DLS based on data
• Manage project execution as needed
• Use data to facilitate systemic change
• Build and maintain successful partnerships with the respective HR Services team, stakeholders and key business sponsors across global HR Services
• Make high judgment recommendations in the absence of clear guidance
• Remove barriers and bridge gaps between case manager and the employee experience
• Look for opportunities to standardize the work done by Time Away Case Managers
• Provide peer coaching, feedback, and training to improve case management and customer experience
• Other projects and responsibilities as identified by leadership