Basic Purpose:
Serves as escalation point for inbound inquiries received by telephone, electronically and in writing pertaining to employment policies and employee relations questions, issues and concerns that cannot be resolved at Tier One. Provides information, interpretation, guidance and counseling to managers and employees on moderately complex issues, employment policies and laws, and recommends course of action as appropriate. Coaches and counsels leaders on performance management, employee development and corrective action. Documents all activity per established protocols, and escalates issues of high risk or high complexity to the appropriate Center of Excellence. Support spans all disciplines of human resources and all geographic areas where employees exist, requiring deep knowledge of processes, practices and employment policies and laws across all functions and geographies.
Duties and Responsibilities:
1. Provides consistent coaching, expertise and consultation to internal customers in areas of behavior modification, conflict resolution and disciplinary issues (including termination) in accordance with the values, policies and procedures of the Company
2. Provides support to managers and employees on moderately complex issues
3. May implement/manage/administer programs (such as Recognition, Educational Assistance)
4. Implementation of relocation and expat services
5. Respond to general escalated compensation inquiries and perform processes that do not require a specialist, such as those related to equity, bonus and job change parameters, promotions and demotions
6. Respond to general escalated benefits inquiries and perform benefit processes that do not require a specialist, such as service calculations, disaster relief program, TOP/PTO adjustments
7. Intake of accident reports, submissions of initial worker’s compensation claim to vendor, and ongoing case management support
8. Process forms for employees to receive statutory LOA related benefits (for example, CA or RI SDI or NJ Family Leave)
9. Performs payroll support processes, such as off-cycle requests, processing of some on-call and bonus pay plans
10. Track and analyze incidents related to worker’s compensation
11. May assist supervisors and managers in assessing requests for ergonomic reviews and accommodations
12. May provide guidance or recommendations (in partnership with REHS Manager) and to maintain a safe work environment consistent with company policy and state/federal regulations, or for corrective action to eliminate or minimize potential hazards
13. Advises managers and supervisors on performance evaluation, feedback and recognition techniques, and establishment of measurements and standards
14. Advises managers and supervisors on the alignment of employee performance plans with organizational goals, and the overall adequacy and quality of employee performance plans
15. Assists, counsels and educates managers and supervisors on federal and state employment laws, ensuring legal compliance
16. Investigates and resolves workplace issues, including claims of harassment, discrimination and employee performance
17. Facilitates communication between employees, management, and other HR functions as appropriate
18. Assembles and reviews records, reports and documentation as necessary to conduct thorough investigations and establish the merits of a case, maintaining complete and thorough documentation per established protocols
19. Maintains current knowledge of policies, guidelines and employment laws across all regions and functions
20. May assist in researching, compiling documentation and developing responses for litigation or EEOC charges
21. Prepares reports, analysis and preparation of severance documents for reduction in force activities
22. Assists manager and supervisors in assessing requests for ADA accommodations not associated with approved leaves of absence
23. Works collaboratively with Centers of Excellence (CoE), HR Business Partners (HRBP) and/or other HR functional areas to resolve more complex complaints or issues.
24. Performs other assigned tasks or related work as required and as assigned by the Manager or Director of Employee Relations
25. Conducts exit and compliance interviews
26. Compiles data and conducts analysis as required to support Employee Relations CoE activities
27. Maintains thorough and confidential centralized employee files and disciplinary/investigation files
28. Maintains privacy and confidentiality of information, protects the assets of the Company, reports non-compliance and adheres to all applicable federal, state and local laws and regulations, and company policies and procedures
29. Maintain close contact with CoEs, the HRSC team and HR Generalist team to ensure alignment with corporate and regional HR
30. Drive people processes to ensure that employees’ capabilities meet current and future standards
31. Develops and promotes feedback mechanisms for employees to influence continuous improvement of HR services and processes
32. Participates in or leads functional and cross-functional process improvement initiatives and projects to drive the achievement of business results within the HRSC and/or client groups, with a focus on continuous process 33. Provides callers with excellent, efficient and courteous service