The Employee Relations Officer / Senior Officer is responsible for supporting the company’s employee relations function through effective case handling, policy implementation, employee concern management, and administrative due process support within a BPO environment. This role helps promote a fair, compliant, and positive workplace by ensuring that employee issues are addressed promptly, consistently, and in accordance with company policies and labor requirements, while supporting broader people relations and engagement initiatives under the direction of the Assistant Manager – People Relations & Development.

Key Responsibilities

Employee Relations and Case Management

• Handle day-to-day employee relations concerns, including intake, documentation, fact-finding, case monitoring, and follow-through on assigned cases.
• Assist in the administration of disciplinary processes, investigations, notices, hearings, and case resolution documentation, ensuring proper due process and record accuracy.
• Provide guidance to employees and line leaders on company policies, code of conduct, workplace behavior standards, and employee relations procedures.
• Coordinate with Operations, HR, and other support teams to ensure timely resolution of employee issues and consistent application of policies.
• Maintain organized and confidential case files, trackers, and documentation for notices, incident reports, administrative cases, and related employee relations matters.
• Escalate sensitive, high-risk, or complex cases to the Assistant Manager with clear case summaries, findings, and recommended next steps.

Policy Administration and Compliance

• Support the implementation and communication of employee relations policies, handbookprovisions, disciplinary guidelines, and workplace standards.
• Help monitor compliance with internal policies, documentation requirements, and employee relations procedures across departments or accounts.
• Assist in reviewing recurring employee relations issues and policy gaps, and provide input for policy updates or process improvements.
• Ensure employee relations actions are aligned with labor law requirements, company policies, and established due process standards.

Employee Climate and Engagement Support

• Support employee engagement and culture-building activities by helping identify workplace concerns, behavioral trends, and morale issues that may require intervention.
• Assist in gathering employee feedback, tracking action items, and coordinating interventions that improve employee experience and workplace relationships.
• Partner with leaders and HR stakeholders to support conflict resolution, team interventions, and communication efforts for employee relations concerns.

Reporting and Continuous Improvement

• Prepare and maintain employee relations reports, case dashboards, and trend analyses covering grievances, infractions, attrition drivers, and recurring workplace concerns.
• Identify common case themes and recommend preventive measures, manager coaching needs, or awareness sessions to reduce repeat incidents.
• Contribute to process improvement initiatives that strengthen case turnaround time, documentation quality, and stakeholder responsiveness.

Stakeholder Support

• Build effective working relationships with Operations leaders, HR team members, support functions, and employees to enable practical and business-aligned employee relations support.
• Support the Assistant Manager in implementing people relations programs, case governance practices, and special projects as assigned.
• Uphold professionalism, objectivity, discretion, and sound judgment in handling sensitive and confidential matters.

Requirements

• Bachelor’s degree in Human Resources, Psychology, Behavioral Science, Business Administration, or a related field.
• At least 3-5 years years of relevant HR experience with solid exposure to employee relations, investigations, disciplinary process, and stakeholder management and related organization development-related functions
• Experience in a BPO, shared services, or high-volume multi-site environment is strongly preferred.
• Working knowledge of employee relations practices, documentation standards, workplacecinvestigations, policy administration, and conflict handling.
• Experience in managing and facilitating focus group discussions and other relevant employee relations intervention initiatives
• Strong written and verbal communication, case documentation, stakeholder coordination, and problem-solving skills.
• Ability to handle confidential information with maturity, discretion, and professionalism.
• Ability to work with case data, trackers, and trend reports to support sound decision-making and process improvements.

Preferred Competencies

• Employee relations and case management
• Administrative due process and documentation
• Policy implementation and compliance awareness
• Conflict resolution and mediation support
• Stakeholder coordination and influencing skills
• Data tracking and reporting
• Attention to detail and record management
• Professional judgment and confidentiality

Key Performance Indicators

• Timeliness of case intake, documentation, and resolution support.
• Accuracy and completeness of employee relations records and case files.
• Compliance with due process and policy documentation requirements.
• Reduction in repeat employee relations issues within assigned scope.
• Responsiveness to employees, managers, and internal stakeholders.
• Quality of reports, trend insights, and escalation summaries provided to the Management

Working Environment

This role operates in a dynamic BPO environment and may support multiple teams, accounts, or sites. The role may require schedule flexibility based on business needs, case hearings, investigations, and employee relations requirements.

Benefits

• HMO with 1 free dependent
• Life Insurance
• 20 PTO credits
• Company-owned equipment
• Hybrid (Onsite if needed)
• Salary TBD