ER Manager

Job Summary

The Employee Relations (ER) Manager plays a pivotal role in fostering a positive and productive work environment by managing employee grievances, conducting investigations, supporting compliance with labor laws, and driving employee engagement initiatives. This role ensures that company policies are followed fairly and consistently while maintaining employee satisfaction in a fast-paced BPO setting.

Key Responsibilities

Employee Relations:

• Must have domestic BPO experience in managing employees related matters especially disciplinary / layoffs / Ramp ups / Large scale projects
• Should be able to work and cordite independently with Ops Leader to implement and execute employees retention strategies
• Act as the first point of contact for employee concerns, grievances, and disciplinary issues.
• Investigate employee complaints and conflicts in a fair, confidential, and timely manner.
• Provide guidance to managers and supervisors on ER issues and disciplinary actions.
• Maintain documentation of all ER cases and outcomes.
• Attrition analysis / Shrinkage analysis / Retention efforts / Win Back / ER calendar / Monthly / Weekly reviews with Ops and HR heads will be the main KPI’s
  

• Ensure adherence to labor laws, company policies, and ethical standards.
• Draft and update HR policies and SOPs in compliance with labor and BPO industry standards.
• Coordinate with legal counsel for sensitive or escalated issues as needed.
  

• Assist in designing and executing employee engagement programs.
• Collect and analyze employee feedback through surveys, one-on-ones, and exit interviews.
• Recommend retention strategies based on ER data and trends.
• Shrinkage and attrition calling
• 1to1’s and skips meetings to understand issues and resolve
• Monthly ESAT surveys
• Disciplinary management
• IJP roll out and owing the entire process
• Weekly & Monthly R&R
• Engagement calendar preparation and execution
• Employee ticket management
• Referral drive to support hiring mandate
  

• Conduct orientation and training sessions on company policies, POSH, workplace behavior, and conflict resolution.
• Support change management and internal communication strategies for HR initiatives.
  

• Collaborate with recruitment, payroll, and training teams as needed.
• Generate monthly/quarterly ER dashboards, attrition reports, and engagement score analysis.
  

• Strong interpersonal and communication skills
• Conflict resolution and negotiation abilities
• Knowledge of labor laws and statutory regulations (India-specific)
• Emotional intelligence and active listening
• Discretion in handling confidential information
• Proficiency in MS Office and HRMS systems
  

• Bachelor’s or Master’s Degree in Human Resources, Psychology, or related field
• 5–10 years of experience in Employee Relations, preferably in a BPO environment
• Familiarity with handling mass grievance cases and working with large teams