Employee Relations Manager

Posted 30 January by Estée Lauder Companies

Leads a team of Employee Relations representatives and are ultimately responsible for resolution of customer inquiries and requests, often through coaching and supporting their team. They deliver exceptional customer service by leading the advisory service of complex Employee Relations matters and processes as well as providing guidance related to those matters.

Through their actions, the Team Leader ultimately drive customer satisfaction and continuous improvement. Responsible for administering and leading Employee Relations processes in an effective manner, per guidelines and standardized procedures with process excellence, data quality, accuracy, and customer service

Provide professional Employee Relations advice and support to employees and line managers, on a range of Employee Relations topics, including: Discipline; Grievances; Harassment and Bullying; Performance Management; Absence Management; Employment Law; Discrimination; Inclusion and Diversity; Reward; TUPE; changes to Workforce Planning; Employee Wellbeing; Contracts of Employment and Terms and Conditions of Employment so as to resolve complex and sensitive employment issues and queries in line with the Company’s policies and procedures, conditions of service, current employment law and established best practice.

Roles & responsibilities

Point of contact responsible for the accurate resolution of highly complex or critical Employee Relations inquiries and requests that are escalated via phone, email, annual routines, or other access channels.

The incumbent utilizes various tools to track and respond to inquiries, which ultimately provide data and information to support assessing the effectiveness and efficiency of the ER team and processes.

80% managing project work as indicated above

20% taking an active role in contributing to the ER Team, including personal development and Region wide policy / process changes


  • Point of contact responsible for the accurate resolution of highly complex or critical Employee Relations inquiries and requests that are escalated via phone, email, annual routines, or other access channels

  • Distribute evenly and consistently cases within the team

  • Communicate expectations and develop Employee Relations Advisors / Administrators

  • Define, develop, and communicate operational metrics related to Employee Relations cases

  • Provide on-going performance feedback and coaching to Employee Relations Team

  • Partner closely with regional HR Business Partners, Retail HR Partners, HR COE’s and ER leadership to ensure processes are streamlined and effective

  • Advocate for and lead continuous improvement efforts related to Employee Relations processes

  • Establishes and maintain key relationships with stakeholders and partner with them to resolve issues and implement process improvements

  • Assisting in the development of scripts, FAQ's, and desktop procedures as needed

  • Manage Early Conciliation and Tribunal cases with relevant interactions with Line Manager and External Counsel where appropriate to mitigate risk to the business with a commercial mindset.

Effective Decision Making:

  • Take a daily operational lead on the management of HR casework, making independent and collaborative decisions in doing so. Maintain sufficiently detailed case notes (electronic and manual) ensuring that entries are up to date and accurate to enable effective case management

  • Contribute to and influence the decisions of others when making recommendations for example, advising on HR policies and procedures and agreeing a course of action

  • Identify solutions to challenging ER issues and present potential options and ways forward for consideration for the effective resolution of individual cases. This will sometimes involve complex issues where the information is diverse and conflicting

Planning and Organising

  • Plan and prioritise own work load containing a mixture of regular and ad-hoc tasks on a daily basis ensuring appropriate deadlines are met, including the administrative workload associated with these demands and priorities

  • Keep up to date and make effective use of all HR systems, databases and processes for workforce data storage and retrieval, analysis and reporting within own sphere of responsibility, including key performance indicators

  • Ensure case law and legislative changes are effectively communicated to other colleagues in HR and all levels of management

  • Collate, analyse and evaluate casework, evaluating information such as absence or casework statistics, identifying trends and advising on learning points and mechanisms for improvements. Produce reports and recommendations where necessary

  • Establish and develop an in-depth body of ER knowledge, employment law and best practice advice for HR and share this with colleagues including providing written updates and more formal training sessions as required

  • Provide support and guidance to new members of the team in relation to day to day processes and practices



Trusted Advisor

  • Exudes strong presence

  • Gains respect from all levels of the client group and HR Team

  • Excellent interpersonal skills to build trust and strong working relationships

  • A confident ability to advise and constructively challenge managers at all levels

Job Requirements & Qualifications:

  • BA/BS degree or equivalent experience

  • Excellent MS Office skills

  • Superior problem-solving skills

  • Ability to work collaboratively with teams as an individual contributor

  • Previous experience in ER, knowledge of employee legislation in Retail or similar field is desirable. Multi-site experience is an advantage

  • Able to manage personal workload in a fast paced environment, ability to prioritise whilst ensuring quality results is essential

Required skills

  • Advise
  • Employee Relations
  • Employment Legislation
  • ER issues

Application question

Are you an ER specialist with team management experience?

Reference: 39616348

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