AVP - HR - Case Manager - ER - BFSI/BPO/KPO/IT

Asst. Vice President

JD for Case Manager - ER

Reports to : VP / SVP HR

Job Title : AVP

Location : Hyderabad

Department : HR

Job Summary :

- Experienced Case Manager requiring deep subject matter expertise in specific area of an HR business. Interfaces with associates and managers in complex, multi-dimensioned life or work events. Independently manages the most sensitive and difficult cases involving litigation or regulatory hearings, e.g. sexual harassment, discrimination, etc.

- Supervisory role, responsible for managing a team to ensure achievement of service levels and Customer Satisfaction while driving Consistent approach across all businesses for any breach / violation / investigation / performance related issues. Accountable for the hiring, performance management, development and compensation of the team.

- Partner with LOB HR to provide guidance and direction regarding LOB employee relations policy modifications or new policy issuances. Develop Employee Relations learning tools (i.e. learning sessions).

- Responsible for Compliance management within the Human Resources area. Develops, directs and manages one or more compliance programs with enterprise-wide impact. Formulates and implements the compliance management policies, procedures and standards.

- Responsible for developing and maintaining relationships with business HR partners in the line of business and/or Compliance management. Helps business HR partners balance their business strategy with the appropriate risk management controls. Influences peers and managers across organizational lines to take action on complex, technical or sensitive topics with broad impact on a company-wide basis.

Education :

Essential : P.G Degree in PMIR / MBA (HR) WITH DEGREE OR DIPLOMA IN PMIR OR LABOUR LAWS.

Desired : Degree in Law (LL.B)

Scope/Impact : Areas where the job will have direct impact on

Scope :

Employee Relations applicable to All Employees and Departments in BACI

Customer Perspective : (Concerned with the overall satisfaction of customer & their satisfaction measures)

- Employee perception of the IR

- Employee perception of the company, as an employer

- Customer/market perception of the company, as an employer.

Broad Role & Responsibility :

Role :

Implements and oversees procedures for the proper handling of employee relations issues and investigations, leveraging knowledge of company HR systems, practices and processes.

Responsibility :

- Ensure Advisor team delivers consistent and accurate advice across businesses for any breach / violation / investigation / performance related issues.

- Become the subject matter expert for key A & C processes. Partner with Advisors, Councilors, Operations, Legal, Security, HR Leadership and other partners to drive effectiveness and efficiency of the assigned accountability. In addition, identify and support implementation of improvements to A & C processes.

- Address and Resolve advanced and complex employee enquiries/issues escalated from the HR Enquiries team.

- Ensure effective partnerships are developed with LOB HR teams and related A & C teams. Provide support by: Delivering LOB report Identifying ER issue trends, Supporting LOB HR on large investigations, Building relationships.

- Review and make recommendations for improvement/standardization/streamlining of an area of HR policy/process expertise to ensure regulatory compliance, linkage to industry standards & to meet strategic business needs.

- Effectively partner/coach employees / HRGs / Advisors/ Councilors on complex cases.

- Maintain unwavering focus on delighting the customer/ client. Demonstrate a sense of urgency, dedication and passion for exceeding the expectations of internal/ external customers/ clients. Earn customer/client loyalty through demonstrating spirited behaviors.

- Mitigate risk through Proficient knowledge and consistent application of the bank's HR-related practices, guidelines, state/ central laws, and the case management investigative process

- Build High Performing Team of Advisors through Performance Management and Talent Management.

- Responsible for Compliance management within the Human Resources area - Ensuring 100% compliance with local and central laws across all locations. Develops, directs and manages one or more compliance programs with enterprise-wide impact. Formulates and implements the compliance management policies, procedures and standards.

Principal Accountabilities :

KPIs/Performance Measures :

- Demonstrate Case Management Expertise

- LOB HR Partnership

- Enterprise Initiatives - Daily

- Compliances under various labour laws - Monthly

- Drive Process Improvements - As and when required

- Coaching & Consulting - As and when required

- Customer Focus - As per provisions under the respective statutes

- Risk Mitigation - Daily

- Building High Performing Team - As and when required

Knowledge and Skills & Competency :

- Must have a thorough understanding of employee grievance resolution, investigative methods and organization HR policy and practices.

- Must be thoroughly familiar with labor laws - central and state laws and practices

- Requires a thorough understanding of management standards and principles.

- Must be thoroughly knowledgeable in various human resources standards in the areas of compensation, employee relations, general benefits, employment and staffing practices.

- HR experience and expertise gained from working in an employee relations function or an HR department with a strong ER element to the role.

- Ability to carefully listen, probe and analyze data accompanied with sound judgement that meets organization and employee objectives

- Ability to build relationships throughout the organisation to develop partnering with various parts of the organisation to help resolve employee complex enquiries/issues

- Ability to assess risk (esp. legal exposure) in employee issues and gain appropriate support/action

- Ability to manage and prioritize activities whilst maintaining attention to detail.

- Ability to operate independently on own initiative

- Strong counseling and advising skills balanced with good negotiation and influencing techniques

- Excellent verbal and written communication

- Strong organisation skills, ability to manage conflicting and demanding clients and priorities

- Resolution driven, ability to work in high pressure and high transaction environment

Desired :

- Computer operational skills.

Competency :

Essential

- Promotes Team Work

- Leads by Example

- Guides and Motivates effectively

- Influences and inspires others

- Develops strong Talent

- Acts with Courage and Conviction

- Drives Operational Excellence

- Manages Projects

- Manages Risk

- Applies Technical /Functional expertise

Desired Experience : 9+ Years