Job Description

Job Description Job Summary:Support the delivery of employee relations services for external clients by assisting with case handling, documentation, and policy coordination. Operating within a client-facing BPO environment, this role helps ensure fair and consistent treatment of employees by managing inquiries, supporting investigations, and maintaining compliance with labor regulations. The ideal candidate is detail-oriented, empathetic, and committed to delivering responsive, high-quality support across diverse client contexts. Success in this role requires agility, attention to detail, and the ability to navigate complex service scenarios with professionalism and speed.Key Responsibilities:Serve as a first-line contact for employee relations inquiries, concerns, and low-complexity cases raised by client employees or managersAssist in documenting complaints, disciplinary actions, and performance-related matters in accordance with client protocolsSupport investigations by gathering facts, organizing evidence, and maintaining accurate case recordsProvide guidance to client managers and employees on HR policies and workplace expectations, based on client-approved frameworksEscalate complex or sensitive cases to senior ER, legal, or client governance teams as appropriateTrack case volumes, resolution timelines, and recurring themes to support reporting and trend analysisContribute to the preparation of employee communications, policy updates, and training materials for client teamsCoordinate with internal delivery teams to ensure timely and consistent service across geographiesSupport change-related activities such as role transitions, restructuring, or exit coordinationReinforce respectful workplace practices and client values in day-to-day interactions#LI-GM

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