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Infosys

Employee Relation Specialist

Larkhall, United Kingdom

Role Title:
Employee Relations Specialist
Role Designation:
Process Specialist
Reporting Manager:
Employee Relations Team Leader
Job Level:
3
Location:
Birmingham, UK (Hybrid)
About Infosys BPM Ltd:
Infosys BPM, the business process management subsidiary of Infosys Limited, provides end-to-end transformative services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients.
Utilising innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

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We have 35 delivery centres in 14 countries spread across 6 continents, with 50,272 + employees from over 116 nationalities, as of January 2022.
Overall purpose of the role:
To provide in-depth support and guidance to client on various ER cases across the client business, ensuring cases are handled expediently and with regard to minimising cost and litigation risk.
Key Responsibilities & Deliverables:
Key responsibilities include, but are not limited to:
• Proactively manage live employee relations cases by phone and email, escalated from the Frontline Response Team (FLRT) and other channels, ensuring advice is tailored to be best fit for the assigned client business sector.
• Case management of various types of case including but not limited to long-term sickness, disciplinary, grievance, client removal, redundancy, capability. Please note that the successful applicant may be required to specialise in the management of long-term absence cases only
• Gather relevant facts for each case to ensure the advice given is the most appropriate in the circumstances.
• Take necessary steps to resolve cases in a timely manner and drive achievement of critical SLAs.
2
• Highlight high risk cases, trends, and management capability issues to ELM, ERTL or People BP as appropriate, for the relevant sector in the client's business.
• Support customers with ER letter drafting including the formation of disciplinary allegations and reviewing outcome letters.
• Review and advise on case evidence/notes and procedural correspondence.
• Coach, guide, and influence client line manager to take the best approach to dealing with employee relations issues.
• Build strong working relationships with client line manager responsible for undertaking employee relation procedures.
• Identify opportunities for policy/procedural improvement and report to Team Lead.
• Draft and agree an effective OH referral form.
• Liaise with OH provider in respect of the referral/appointment, as necessary.
• Ensure all cases are tracked and are being progressed in a timely fashion, including robust maintenance of Top desk case management system
• Provide an excellent customer experience to the client, influencing and challenging line managers where appropriate and in an appropriate fashion.
• Communicate high risk cases/possible PR risks to the ELM
• Build and maintain strong working relationships with key client stakeholders.
• Liaising effectively with other internal departments (payroll, TUPE) and external teams (Compass ER/EL team).
• Support other sectors as required to cover sickness/holidays of colleagues.
• To support colleagues in the wider team as and when required.
• To contribute to improvement of team processes/systems/ways of working in accordance with Infosys' continuous improvement ideology; and
• To ensure the health and safety of all colleagues within the business and report any incidents via the approved company processes
Essential Criteria:
• Previous experience of advising and supporting managers with complex ER issues
• Strong communication and influencing skills with the ability to interact across all levels of management
• Strong customer focus
• Strong attention to detail, problem solving ability and ability to deliver results to deadlines
• Deep and up-to-date understanding of Employment Law
3
• Good interpersonal skills
• Good written communication skills
• Good IT skills - Excel, Word, Outlook, Top desk, SAP
• Pragmatic, creative approach to problem solving
Desirable Criteria:
• Sound knowledge of discrimination law, especially in the area of disability
• Previous experience of using SAP and Top desk
• Previous experience of working to challenging SLAs/KPIs
Core Competencies:
• Key Indicators:
Quality Knowledge & Continuous Improvement Management:
• Thorough grasp of quality procedures and techniques
• Working knowledge of principles of control measures
• Basic understanding of specific change management processes
SLA & Performance Management:
• Sound understanding of process performance measurement, reporting, and tracking requirements
• Working knowledge of risk mitigation practices to identify and manage the risk and liabilities
• Able to generate accurate reports and highlight issues
Client Centricity & Business Metric Management:
• Broad understanding of complaint handling guidelines and procedures, client business and key metrics
• Able to enhance effectiveness of own process
Building Teams:
• Sets goals for the team, encourages openness and sense of camaraderie to promote teamwork
• Understands the real issues in a conflict, identifies areas of strengths and development for own team members, provides feedback
Analytical Ability:
• Looks at data from multiple sources and integrates data/inputs
• Able to build cause effect linkages to arrive at key issues
• Able to assess the pros and cons of all the alternatives to arrive at the optimal solution
Learning & Innovation:
• Seeks new thinking in the group actively seeks ideas from the team
• Drives and supports the team in establishing effective learning goals
4
• Creates opportunities for team to pilot new ideas to completion
High Impact Communication:
• Able to assess the target audience need, prepares, and practices a logical flow
• Able to articulate own point of view based on assessment of multiple point of views

Client-provided location(s): United Kingdom
Job ID: Infosys-107992BR
Employment Type: Other

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