Employee Relation-Assistant Manager

Job Title

Assistant Manager HR (Employee Relations)

Industry

BPO / Contact Center / ITES

Role Overview

The Assistant Manager Employee Relations is responsible for maintaining a positive work environment in a high-volume BPO setup. The role focuses on employee engagement, grievance handling, compliance with labor laws, disciplinary management, and supporting retention initiatives while ensuring adherence to company policies and statutory requirements.

Key Responsibilities

Employee Relations & Engagement

• Act as a point of contact for employee grievances, concerns, and workplace issues
• Ensure fair, timely, and confidential resolution of ER cases
• Drive employee engagement initiatives to improve morale and retention
• Conduct town halls, skip-level meetings, and feedback sessions
  

Grievance Handling & Disciplinary Management

• Manage misconduct cases, show-cause notices, and disciplinary actions
• Conduct domestic inquiries and support investigation processes
• Ensure disciplinary actions are compliant with labor laws and company policy
• Maintain ER case documentation and records
  

Policy & Compliance

• Implement and monitor HR policies, code of conduct, and workplace guidelines
• Ensure compliance with labor laws, Shops & Establishments Act, POSH, and standing orders
• Support internal and external audits related to HR and compliance
  

Attrition & Retention Support

• Analyze attrition trends and conduct exit interviews
• Partner with HRBP and operations to implement retention strategies
• Address absenteeism, productivity issues, and employee dissatisfaction
  

Stakeholder Management

• Collaborate closely with operations, training, quality, and leadership teams
• Coach people managers on ER best practices and people management
• Support workforce discipline in 24x7 and shift-based BPO operations
  

Reporting & MIS

• Prepare ER dashboards, attrition reports, and compliance trackers
• Track trends related to grievances, disciplinary cases, and engagement scores
  

Skills & Competencies

• Strong knowledge of employee relations and labor laws
• Excellent communication, negotiation, and conflict-resolution skills
• Ability to handle sensitive and confidential matters professionally
• Experience working in high-pressure, fast-paced BPO environments
• Strong analytical and reporting skills
• Proficient in MS Excel, HRMS, and documentation

Key Performance Indicators (KPIs)

• Grievance resolution turnaround time
• Employee engagement and satisfaction scores
• Attrition reduction
• Compliance and audit scores
• Reduction in disciplinary escalations
  

Qualifications & Experience

• Graduate or MBA/PGDM in HR or equivalent qualification
• 78 years of HR experience with strong exposure to Employee Relations
• Mandatory experience in

  BPO / Contact Center / ITES

  industry

Call Pankaj @ 8528082270