rables:** Overall Purpose:
Working within a shared service centre environment to provide in-depth desk-based support and guidance on various ER cases, including complex matters, across the client business, ensuring cases are handled expediently in a professional, commercial and practical manner and with regard to minimising cost and litigation risk.
- Proactively manage a wide variety of manager led employee relations cases by phone and email to resolution.
- Case management of various types of case including but not limited to long-term sickness, disciplinary, grievance, client removal, redundancy, capability.
- Gather relevant facts for each case to ensure the advice given is the most appropriate in the circumstances.
- Take necessary steps to resolve cases promptly and drive achievement of critical SLAs.
- Highlight high risk cases, trends and management capability issues as appropriate, for the relevant sector in the client's business.
- Support with ER letter drafting including the formation of allegations and outcome letters.
- Review and advise on case evidence/notes and procedural correspondence.
- Coach, guide and influence managers to take the best approach to dealing with employee relations issues.
- Identify opportunities for policy / procedural improvement and report to Team Lead.
- Draft and agree an effective OH referral form and liaise with OH provider in respect of the referral/appointment, as necessary.
- Manage and maintain HR systems, recording all ER cases in a case management system.
- Build and maintain strong working relationships with key client stakeholders.
- Provide an excellent customer experience to the client, influencing and challenging line managers where appropriate.
- Liaising effectively with other internal departments and external teams.
- To support colleagues in the wider team as and when required.
- To contribute to improvement of team processes/systems/ways of working in accordance with Infosys' continuous improvement ideology
Essential Criteria:
- Previous experience of advising and supporting managers with complex ER issues
- Strong communication and influencing skills with the ability to interact across all levels of management
- Strong customer focus
- Strong attention to detail, problem solving ability and ability to deliver results to deadlines
- Strong understanding of Employment Law
- Good interpersonal skills
- Good written communication skills
- Good IT skills
Desirable Criteria:
- Previous experience of working to challenging SLAs/KPIs
- Previous experience of dealing with volume case work
- Good knowledge and experience of Irish employment law and practice
- Experience liaising with IBEC
10 Role Designation: Key Indicators: Quality Knowledge & Continuous Improvement Management:
- Thorough grasp of quality procedures and techniques
- Working knowledge of principles of control measures
- Basic understanding of specific change management processes
SLA & Performance Management:
- Sound understanding of process performance measurement, reporting and tracking requirements
- Working knowledge of risk mitigation practices to identify and manage the risk and liabilities
- Able to generate accurate reports and highlight issues
Client Centricity & Business Metric Management:
- Broad understanding of complaint handling guidelines and procedures, client business and key metrics
- Able to enhance effectiveness of own process
Building Teams: Process Specialist Analytical Ability:
- Looks at data from multiple sources and integrates data/inputs
- Able to build cause effect linkages to arrive at key issues
- Able to assess the pros and cons of all the alternatives to arrive at the optimal solution
Learning & Innovation:
- Seeks new thinking in the group actively seeks ideas from the team
- Drives and supports the team in establishing effective learning goals
- Creates opportunities for team to pilot new ideas to completion
High Impact Communication:
- Able to assess the target audience need, prepares and practices a logical flow
- Able to articulate own point of view based on assessment of multiple point of views