Position Summary
The Senior Manager, Employee & Labor Relations is responsible for leading the Employee & Labor Relations function for a 1,200-employee customer service operation. This role serves as the site's subject matter expert on Philippine labor law and provides strategic consultation to leaders on employee relations, workplace investigations, disciplinary action, compliance, and workforce risk management.
The position leads a team of Employee Relations Advisors and partners closely with operational and HR leaders to promote a positive employee experience, ensure consistent application of company policies, and maintain compliance with all applicable labor laws and regulations.
Key Responsibilities
Employee & Labor Relations Leadership
- Lead and develop a team of Employee Relations Advisors responsible for employee relations support across the site.
- Establish and maintain consistent employee relations practices, governance, and service delivery standards.
- Provide coaching and guidance on complex employee cases, workplace investigations, disciplinary actions, and conflict resolution.
- Ensure consistent, fair, and legally compliant application of company policies and procedures.
Labor Law, Compliance & Risk Management
- Serve as the organization's subject matter expert on Philippine labor law and employment regulations.
- Provide guidance to leaders, HR partners, and site leadership on labor law compliance, employee relations matters, and workforce risk.
- Lead or oversee investigations involving misconduct, policy violations, harassment, discrimination, attendance issues, and other employee concerns.
- Partner with Legal, Compliance, and HR leadership on high-risk employee matters, labor disputes, government inquiries, and audits.
- Monitor changes in labor legislation and recommend updates to policies, procedures, and practices as needed.
Business Partnership & Organizational Support
- Partner with operational leaders to address employee relations concerns, performance issues, retention challenges, and organizational changes.
- Coach leaders on effective people management practices and the appropriate handling of employee issues.
- Identify workforce trends, emerging risks, and root causes of employee concerns and recommend proactive solutions.
- Support organizational initiatives that promote employee engagement, inclusion, retention, and a positive work environment.
Analytics & Continuous Improvement
- Analyze employee relations metrics, employee complaints, disciplinary trends, attrition data, and other workforce indicators.
- Prepare and present reports, insights, and recommendations to leadership.
- Drive continuous improvement in employee relations processes, case management, manager capability, and overall service delivery.
Information Security & Confidentiality
- Ensure the confidentiality, integrity, and availability of information critical to fulfilling business responsibilities.
Competency Requirements
Expert Competency
- Philippine Labor Law & Employment Compliance
- Employee & Labor Relations
- Workplace Investigations
- Discipline Management
- Conflict Resolution & Mediation
- Communication Skills (Written and Verbal)
- Leadership & Talent Development
- Influencing & Consulting Skills
- Stakeholder Management
- Risk Assessment & Decision Making
- Business Partnership
- Problem Solving & Analytical Thinking
- Change Leadership
Strong Working Knowledge
- Employee Engagement
- Performance Management
- Workforce Analytics
- Process Improvement
- Project Management
- Organizational Effectiveness
Education & Experience
Education
- Bachelor's degree in Human Resources, Psychology, Behavioral Science, Labor Relations, Business Administration, or a related field.
Experience
- Minimum of 8 years of progressive HR experience, including significant Employee Relations and Labor Relations responsibility.
- Minimum of 5 years of leadership experience managing Employee Relations, HR Advisors, or HR Business Partner teams.
- Demonstrated expertise in Philippine labor law, workplace investigations, discipline management, and employment compliance.
- Experience supporting large-scale BPO, customer service, shared services, healthcare services, or contact center operations.
- Proven ability to consult and influence senior leaders on complex employee and organizational matters.
Preferred Qualifications
- Experience supporting organizations with 1,000+ employees.
- Experience managing labor-related government inquiries, audits, and dispute resolution.
- Advanced training or certification in labor relations, workplace investigations, or employment law.
- Willing to work onsite in Brigdetowne, Quezon City and midshift schedule
Success Measures
- Consistent and compliant application of labor law and company policies.
- Effective resolution of employee relations cases and investigations.
- Reduction of organizational and legal risk.
- Improved employee experience and retention outcomes.
- Strong partnerships with business leaders and HR stakeholders.
- High-performing Employee Relations team with strong service delivery and case management capabilities.
