Job
Description
Job Purpose:To lead and manage the Employee Relations (ER) function for a large BPO/ITES setup, ensuring a positive, compliant, and performance-driven work environment. The role focuses on grievance handling, compliance, disciplinary processes, engagement, and employee retention, while ensuring alignment with business goals and HR strategies.Key Responsibilities:1. Employee Relations ManagementAct as the primary point of contact for all employee relations matters across multiple business units or sites.Handle grievances, misconduct cases, performance issues, and disciplinary actions in a fair and consistent manner.Investigate employee complaints (e.g., harassment, policy violations, workplace conflicts) and recommend corrective actions.Conduct exit interviews and analyze trends to suggest retention and engagement strategies.Build strong relationships with employees and managers to foster a culture of openness and trust.2. Policy, Compliance & GovernanceEnsure adherence to labor laws, company policies, and HR best practices applicable to the BPO sector.Maintain updated knowledge of local employment laws, Shops & Establishments Act, POSH, and other statutory requirements.Conduct periodic HR audits, compliance checks, and coordinate with internal/external auditors.Draft, review, and update HR policies, code of conduct, and employee handbooks.3. Employee Engagement & CommunicationDrive employee engagement programs to reduce attrition and enhance morale.Collaborate with the business and HRBP teams to roll out pulse surveys and action plans.Manage communication channels to ensure transparency and consistent messaging.Partner with the operations team to build an inclusive and respectful workplace culture.4. Performance & Discipline ManagementSupport performance management cycles, ensuring fairness and process adherence.Manage disciplinary cases issue notices, coordinate inquiries, and recommend actions.Coach managers and team leaders on handling performance and behavior-related issues effectively.5. Leadership & StrategyWork closely with senior leadership to design ER frameworks that support business scalability.Analyze HR data (attrition, grievance trends, absenteeism) and present insights for proactive interventions.Lead, guide, and develop a team of ER executives or HR partners.6. Legal & Risk ManagementLiaise with legal counsel on complex ER cases and represent the company before labor authorities if needed.Ensure compliance with POSH (Prevention of Sexual Harassment) Act, 2013 — act as ICC member or coordinator.Minimize legal and reputational risks through effective preventive measures and training.Key Skills & Competencies:Strong knowledge of employment laws and HR compliance in BPO/ITES sector.Excellent communication, conflict resolution, and counseling skills.Analytical and data-driven approach to problem solving.High emotional intelligence and employee-centric mindset.Ability to manage high-pressure situations calmly and effectively.Stakeholder management and influencing skills.
