Employee Relations Service Manager

Job Description

Deliver reliable, compliant, and secure People Culture (PC) operations in support of the business Set up, lead, mentor, and develop a team of Employee Relations Specialists, providing regular feedback, coaching, and guidance to ensure high levels of engagement and production Oversee the day-to-day operations of the team, ensuring timely and accurate resolution of queries and adherence to company policy and procedures Act as an escalation point for complex or high-priority issues, providing expert advice and solutions on employee relations matters Identify and support development and upskilling initiatives for the Specialists, ensuring they can handle the majority of queries and cases Leverage standard processes and identify efficiencies and opportunities for alignments by connecting across PC teams Work with People Relations COE members to upskill ER specialists on country-specific employment law requirements, country ER policies, and country ER processes Provide timely discipline insights, service performance metrics, resource capacity, and deployment planning to the PC Senior Leaders and Partners Provide coaching and expert advice to the team of Specialists in handling complex queries and cases Ensure correct process and channels are followed for employee relations queries, acting as a gatekeeper for People Relations CoE and Partnering where appropriate Ensure a positive client experience by helping and enabling the team to adhere to agreed service requirements and Service Level Agreements Identify and escalate opportunities for operational efficiencies and continuous improvement of service as well as the knowledge base Ensure the team stays up to date with understanding of policies, standards, and processes What you will need: Bachelors degree or equivalent in Business Administration, Human Resources, or other relevant field Minimum 5-8 years of proven experience, including time in leadership roles Experienced in Employee Relations and case-work Experience in Human Resources, proven capability and experience in delivering talent management, ER, track record of effective collaboration considering business needs and linking value to business results Experience with organizational change and working in a matrixed organization and working knowledge of relevant labor legislation and regulations Skills: Leadership Coaching Legal and regulatory environment and compliance Stakeholder management Analytical thinking Agile core principles Resilience Customer-centric thinking Technical: Proficient in using CRM systems Proficient in using MS Office Proficient in using Reporting Analytics tools Behavioural: Strong leadership skills with the ability to build capability, coach, and drive high performance Breadth and depth across the HR technical areas and able to provide professional advice and act as a coach to others in most of the areas