The Senior Manager, Employee Relations (ER) has overall responsibility to co-lead the delivery of Employee Relations services. They are responsible for the effective management of Employee Relations matters (grievances, discipline) measured by resolution of service requests within defined time periods, levels of accuracy and quality standards and customer satisfaction levels. They will be responsible for any stakeholder management and communications that might be needed in the ER space. They will drive proactive initiatives to increase ER awareness with Managers & Employees (i.e., ER training) and will support any ad hoc workforce events (M&A, Divestitures, etc.) requiring ER involvement.

The Senior Manager, Employee Relations is responsible for leading a team that provides services in a timely manner, treats the workforce respectfully and maintains high levels of confidentiality, trust and integrity in the handling of sensitive matters.  They foster a culture of rigorous adherence to standards, process excellence and continuous improvement.

Manage operational activities to achieve target key performance indicators, operational level agreements and service levels by executing resource planning to ensure availability of staff and supportManage the operational plans to increase the effectiveness of services while improving the customer experienceEnsure timely and compliant handling of all Grievance and Discipline Requests. Coach & train managers and employeesResponsible for any stakeholder management and communications that might be needed in the ER spaceEnsure a strong and productive partnership with HR Business Partners, the HR Service Center colleagues, among others. Be able to work in a matrix organization effectivelySupport management of Grievance and Discipline requests requiring higher level knowledge and authority and/or interaction with 3rd PartiesConduct environmental scans and participate in significant workplace events (such as the planning and execution of RIF’s, M&A’s, etc.)Provide professional guidance to their teamMonitor team members’ workload and performance, ensuring proper assignment of cases and workload balancing to deliver targeted Service LevelsLead and contribute to scheduled and ad hoc training in order to improve performance and promote continuous learningDrive direct interventions with Managers and employees on most sensitive cases and or escalationsUnderstand the Key Performance Indicators and operational metrics that are critical to managing service delivery in order to achieve Service Level Agreements and meet customer service standardsManage and monitor operational data and reports daily; constantly communicating performance with team and actively working to identify and implement interventions to maintain service standardsUtilize operational practices and reports, including quality audits, standard and ad hoc reports in order to identify issues and take actions to achieve performance goals and targetsImplement continuous improvement opportunities to enhance provision of services by reviewing and providing feedback on operational processes, policies, standard operating procedures and work instructions and introduce key improvement plans for executionManage and motivate team members to achieve and exceed service standards by identifying staff performance gaps, allocating time to listen, monitor and provide constructive feedback for performance improvementEstablish a set of values to promote achievement and continuous improvement in alignment with the overall Company’s visionEmbrace and lead a culture of inclusiveness and multi-cultural engagement through coaching and feedbackProvide leadership, direction, coaching, feedback, and, where appropriate, discipline to and through subordinate team members
A minimum of a bachelor’s degree is requiredA minimum of 8 years progressive HR experience with a concentration in Employee Relations, Labor Relations, and HR Generalist experience researching, investigating, and addressing employee misconduct and below job performance standards; providing guidance to managementKnowledge of Employment and Labor Relations practicesHR Domain experience as an HR Generalist / HR Business PartnerExperience in diagnosing, isolating, and resolving complex issues and recommending and implementing strategies to resolve problemsExperience managing, planning and implementing projects and strategic change initiativesDetail-oriented (especially with regard to effectively managing employee relations issues and investigations)Proven success in establishing and managing a virtual teamInfluence leadership skills, in an indirect, matrix-based, and virtual environmentEnthusiastic team player with a strong drive to create a positive work environmentStrong management skills; operates as a leader with understanding and appreciation for diversityRelationship management, coaching and collaboration skillsAnalytical and strategic thinkerInfluence, negotiation and consultative skillsStrong presentation skills: can speak across various forums and communicate to broad, diverse audienceExperienced in shaping solutions and driving business results, with strong communication and collaborative partnership skills with internal and external stakeholders to ensure the effective execution of HR solutions across the Company

Preferred Knowledge, Skills, and Abilities:

SPHR or similar certificationExperience using Case Management toolsExperience with continuous improvement and quality, such as Six Sigma or Lean MethodologyExcellent communication (oral and written) skillsAbility to understand and correctly represent the needs of the work locations

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets