• Investigate HR and Employee Relations issues, including: Conducting complainant, witness and subject employee interviews; Analyzing data from various internal systems; Case adjudication; Proposing remedial action based on investigation findings; Production of completed investigation documentation
• Independently manage assigned casework, bringing investigations to closure rapidly and definitively
• Analyze aggregate casework data to identify issue trends and opportunities for proactive issue mitigation
• Analyze casework trends and produce strategic recommendations to the business to proactively address systemic issues
• Partner to engage in continuous improvement of communication vehicles and practices
• Partner in analysis and revision of people programs, policies, and practices to sustain a positive work environment for Customer service associates
• Consult and collaborate with business partners, Corporate ER teams, Legal teams, and 3rd Party Vendors on complex employee investigations
• The individual also will work re-actively on critical employee relations issues that are crisis-oriented and typically can only be successfully completed with limited time. Balancing time between projects and crisis-response is a critical component for success in the position.
• Be the custodian of the disciplinary grid and revise/update the grid based on the changes with the business.
• Design, collect, and analyze multiple levels of employee and stakeholder feedback


Key job responsibilities
Conflict resolution: Handle all conflicts impartially, ensuring fair resolution and promoting a harmonious workplace.
Protecting the company's reputation: Demonstrate that the company takes employee concerns seriously and is committed to maintaining a safe and respectful work environment. Take steps to enhance the company's reputation and improve employee morale.
Identifying systemic issues: Uncover patterns of behavior or systemic problems within the organization that may require systemic changes. Addressing these issues proactively for a healthier work environment and better employee satisfaction.
Preventing future issues: Conduct thorough investigations, to identify the root causes of problems and implement preventive measures to avoid similar issues in the future. Save the company from potential legal liabilities.
Mediation and communication: Act as mediators, facilitating communication between those involved in a dispute. Promote open dialogue, towards resolving conflicts amicably.
Fairness and objectivity: Ensure that investigations are conducted impartially and without bias. Maintain trust among employees and prevent potential conflicts of interest.
Management support: Offer guidance and support to TMs and supervisors, help them navigate complex employee-related issues effectively and in compliance with company policies and regulations.