EMPLOYEE RELATIONS | LABOR RELATIONS SR SOLUTIONS PARTNER

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We are searching for the best talent for Employee Relations | Labor Relations Sr Solutions Partner to be in Bogotá, Colombia.
Purpose.
Supports Labor/Employee Relations Team Lead to provide a high level of service to employees and to other members of the Human Resources community.
Works closely with ER Professional on all employee related issues.
Serves as the first line contact to human resources by providing guidance and assistance to employees for policy inquiries and employee related issues.
The ER LR Senior Solutions Partner takes ownership of customer requests and resolve them independently or escalate them to a local ER/LR Professional (ERP) depending on the level of complexity.
Contribute to any ERLR administration activities to ensure the timely and effective management of ERLR cases within the region.
The ER LR Senior Solutions Partner will also produce reports including ER/LR metrics and workforce data to provide ER/LR professionals with information to ensure timely and effective management of ER/LR cases within the region.
Duties include triage of ER/LR requests, support of ERLR administration activities and follow-up required to close case (e.
., reminders, case updates, etc.), ensuring all required documentation are provided and archived.
Plays a key role in collaborating with ER LR Solutions Team Lead and other Global Services Human Resources Team Leads to create alignment on process and day to day practices, as well as being responsible for the governance of the team’s key performance indicators in support of the ER LR Solutions Team Lead duties Moreover, the ER LR Sr Solutions Partner will provide specific ER LR reports to relevant parties according to legal and/or business requirements.
ER/LR Sr.
Solutions Partner will be responsible for the timely and qualitative leading and execution of improvements, process optimizations, and CI projects within the Workforce Admin organization The ER LR Senior Solutions Partner may do cross-regional support and can manage cases for both LATAM and North America.
The ER LR Senior Solutions Partner will strive to ensure appropriate collaboration among Global Services Human Resources functions, maximization of reporting functionalities and systems, governance of team’s key performance indicators, resolution of service requests within defined time periods, level of accuracy and quality standards and customer satisfaction levels.
This role treats the workforce with dignity and respect, maintaining high levels of confidentiality, trust, and integrity in the handling of sensitive matters and will make sure to establish standards and guidelines.
• Collaborate with ER LR Solutions Team Lead in Liaising with other Global Services Human Resources functions to create alignment on processes and day to day practices as needed.
• Produce and interpret global reports with ER LR information to share with ER LR Leaders • Monitor and ensure governance of team’s key performance indicators as part of the continuous improvement body of work • Identify potential early performance case • Collate performance data & other supporting information and upload as attachments to the case • Provide advisory support and documentation to Managers and key stakeholders • Support & coaching in the process of BSN administration • Schedule meetings, follow up with managers on additional information, constantly monitor case progress updates & send follow-ups • Draft letter notifications and summary reports • Assists with employee questions and issues through AskGs, email, Teams Tool, and face-to-face communication.
• Assists in communicating policy updates and changes to employees.
• Posts companywide announcements for employee relations programs and special events; and updates intranet pages.
• Coordinates Performance Management Process.
sends out forms, collects evaluations, and keeps records on employee files.
• Collects data for labor negotiations and decision making.
Responds to employee requests for forms, brochures, and other materials.
• Serves as a contributor for new hire orientation.
• Respond to Employee Relations requests from customers (prioritizing as appropriate) and executes on the key tasks and activities in accordance with defined procedures and guidelines.
• Identify relevant policies and practices to determining whether violation of policies or practices occurred • Assist with the management of Early Performance Management cases and Corrective Action steps; Review to determine if suitable, reasonable, measurable, and actionable • Provide insights and intelligence on reports and with respect to trends and opportunities • Communicate and interact effectively with customers and team members; develop credibility and trust relationships with customers, supervisors, and team members.
• Interact and interface with customers, vendors, service providers, and other third parties as applicable in relation to the activities and dependencies.
• Investigate issue areas and determine methods of mitigation to resolve problems within acceptable timeframes, routing, or escalating inquiries as appropriate in order to achieve effective and timely resolution.
• Contribute to scheduled and ad hoc training to improve performance and promote continuous learning • Assist and encourage users / customers to make effective use of self-service options, systems, products, services, etc.
to drive rapid resolution and empower customers; educate and inform customers of the full range of services available to them.
• Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences for knowledge database future reference.
• Comply with documentation and retention guidelines • Identify areas for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Country and Cluster Employee Relations Lead.
Maintain complete and accurate documentation in accordance with guidelines on a timely manner, complying with the Service Level Agreements • Perform special projects and related duties as assigned.
• Work in collaboration with other ER LR Solutions Partners to execute tasks and fulfill key deliverables, seeking input and assistance as needed.
• Establish and maintain a confidential and sensitive work environment, focusing on customer service by handling all customer requests in a professional manner.
• Participate in scheduled and ad hoc training to improve performance, process acumen and gain additional knowledge on Administration processes.
• Responsible for communicating business related issues or opportunities to next management level • For those who supervise or manage a staff, responsible for ensuring that subordinates follow all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition, if applicable • Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures • Performs other duties assigned as needed.
Qualifications • University / Bachelor’s Degree in Human Resources, Psychology, Business, or Equivalent is preferred • 2-4 years of related experience • Background and experience in Human Resources, Contact Center, Service Centers, and other related fields • Understanding of HR Functional domains (Benefits, Compensation, HRIS, Workforce Data Administration, HR Business Partnering, Employee Relations, Organization Management) or Payroll • Able to manage metrics, data and database applications • Ability to communicate effectively with a diverse clientele base • Ability to work cooperatively with coworkers, stakeholders, and other teams from another function or Department • Ability to perform duties in accordance with policies and procedures and in to comply civil rights requirements • Fluent in English and Spanish Language • Ability to speak Portuguese Language is a nice to have, but not required.
• Ability to perform administrative activities • Excellent customer service skills • Strong organization skills, attention to details, and follow through to resolve any outstanding issues • Strong written and verbal communication skills; manages internal communications and external/client communications with detailed support and assistance • Discretion, professionalism, confidentiality, and judgment • Demonstrates customer orientation and customer service skills • Excellent telephone manner with clear, concise, and professional communication skills • Ability to accurately collect information to understand and assess the clients’ needs and situation • Strong attention to detail • Will be trusted to secure and maintain confidential information • Ability to prioritize workload and provide timely follow-up and resolution • Computer literate with knowledge of common office productivity software and the ability to learn customer service software applications (e.
., MS Office, email, fax, Internet Explorer) • Ability to work effectively in a fast-paced, self-directed team-based environment • Enthusiastic team player with a strong drive to create a positive work environment