Job Summary:
The Employee and Labor Relations Manager is responsible for managing employee relations strategies and labor compliance within a captive service center environment. This role partners closely with operations, HR, and global stakeholders to ensure a fair, compliant, and employee-centric workplace while supporting high-volume operations, shift-based workforces, and service delivery goals.
Key Responsibilities:
Employee Relations Management
- Lead end-to-end handling of employee relations cases including investigations, grievances, disciplinary actions, and conflict resolution.
- Provide timely and practical guidance to operations leaders on performance management, misconduct, and employee concerns.
- Ensure consistent and fair application of company policies across departments and shifts.
- Identify trends from ER cases and recommend proactive interventions to reduce attrition and improve engagement.
- Support a positive employee experience in a high-volume, fast-paced service delivery environment.
Labor Relations
- Handle grievance procedures and represent the organization in conciliation or arbitration processes.
- Partner with legal and HR leadership for labor strategy and risk mitigation.
- Support negotiations and maintain constructive partnerships with legal representatives.
Compliance & Risk Management
- Ensure adherence to local labor laws, occupational standards, and company policies.
- Conduct regular audits of employee cases, disciplinary processes, and documentation.
- Minimize legal and reputational risks through proper case handling and documentation.
- Escalate high-risk cases to leadership and recommend appropriate actions.
Stakeholder & Business Partnering
- Act as a trusted advisor to Operations Managers, Site Leaders, and HR Business Partners.
- Align ER/LR strategies with business priorities, service level agreements (SLAs), and workforce planning.
- Collaborate with global HR teams to ensure alignment with enterprise policies and standards.
Training & Capability Building
- Deliver training to people managers on employee relations, workplace conduct, labor compliance, and case handling.
- Coach leaders on handling difficult conversations, performance issues, and employee engagement.
- Promote awareness of policies, code of conduct, and ethical standards.
Reporting & Analytics
- Track and analyze ER metrics (e.g., case volumes, resolution time, attrition drivers, disciplinary trends).
- Provide insights and reports to leadership to support decision-making and continuous improvement.
Qualifications:
- Bachelor's degree in Human Resources, Psychology, Business Administration, or related field.
- 5–8+ years of experience in Employee Relations and/or Labor Relations, preferably in a captive/shared services, BPO, or contact center environment.
- Strong knowledge of local labor laws and employment regulations.
- Proven experience handling high-volume ER cases and workplace investigations.
- Exposure to union management and CBA administration is an advantage.
- Excellent communication skills
