JOB SUMMARY
The Employee Relations Officer (ERO) works closely with the Head of Client Success and Relations Officer to support organizational goals through effective employee relations, client coordination, and operational support. The role serves as a primary point of contact for routine employee and client matters, coordinates employee lifecycle processes, supports engagement initiatives and special projects, and ensures accurate, timely execution of operational tasks. The ERO collaborates with HR and cross-functional teams to maintain service excellence, foster positive relationships, and support smooth business operations.
SCOPE AND RESPONSIBILITIES
Relations Management
- Work closely with the Head of Client Success and Relations Officer to identify business needs and develop solutions that support organizational goals.
- Serve as the primary contact for routine client and employee inquiries, and operational concerns.
- Conduct scheduled employee performance check-ins.
- Monitor employee performance, attendance, and engagement, and address concerns proactively.
- Respond to client requests within service timelines and escalate issues when necessary.
- Coordinate with internal teams to ensure timely resolution of client concerns.
Operations & Project Coordination
- Coordinate onboarding, offboarding, contract renewals, payroll, timekeeping, and incentive processes.
- Ensure timely completion of operational tasks and compliance with company procedures.
- Support the planning, execution, and documentation of Employee Relations and Client Relations projects.
- Track project milestones and coordinate with stakeholders to meet deadlines.
Reporting & Continuous Improvement
- Prepare operational updates and reports for assigned accounts.
- Monitor team health, risks, client concerns, and capacity to support management reporting.
- Identify process improvements and operational risks.
- Recommend and support initiatives that enhance efficiency and service delivery.
MINIMUM QUALIFICATIONS
(Knowledge, Skills, Abilities, Competencies and Experience)
- 5+ years of experience in Employee Relations and HR roles (ideal but not preferred).
- Strong stakeholder management skills.
- Excellent communication and interpersonal skills.
- Experience working with international clients (desirable).
- Background in event coordination is a plus.
- Bachelor's degree in Human Resources, Business Administration, or a related field.
- Proven ability to resolve conflicts and handle multiple tasks efficiently.
- Familiarity with HR software and database management (Sprout and/or Zoho preferred).
