Delivering consistent and reliable employee relations support, this role ensures the smooth execution of operational processes that underpin fair and compliant workplace practices. By resolving routine employee queries and supporting the administration of case documentation, the role upholds the integrity of employee relations procedures and contributes to a positive workplace environment. Working within established frameworks, it addresses day-to-day issues and escalates exceptions to management, ensuring risks are identified early and handled appropriately. Outputs from this role enable the business operations team to maintain regulatory compliance and operational continuity, supporting broader HR objectives through accurate and timely service delivery to immediate stakeholders.
Requires at least 2 years of experience in employee relations or HR operations within banking or financial services, with exposure to case management systems and regulatory frameworks.
Key Responsibilities:
- Operational integrity of employee relations case documentation
- Resolution of routine employee relations queries within policy boundaries
- Compliance with regulatory and internal controls in employee relations operations
- Confidentiality and data privacy in handling sensitive employee information
1. Operational integrity of employee relations case documentation
- Maintain accurate and up-to-date records of employee relations cases in accordance with policy and audit requirements.
- Validate completeness of supporting documentation before submission to management for review or escalation.
- Coordinate secure storage and retrieval of confidential case files to support regulatory and internal investigations.
- Monitor document lifecycle to ensure timely archiving and compliance with data retention standards.
Performance Measures:
- Accuracy and completeness of case files during internal audits
- Absence of data privacy breaches or unauthorised disclosures
- Timeliness of documentation updates in employee relations systems
2. Resolution of routine employee relations queries within policy boundaries
- Respond to employee and manager questions on policies, procedures, and case status using approved communication channels.
- Clarify standard process steps and direct stakeholders to appropriate resources for further guidance.
- Escalate non-routine or complex queries to the Head of Group Employee Relations with clear issue summaries.
- Track and report recurring themes in queries to support process improvement initiatives.
Performance Measures:
- Stakeholder satisfaction with query resolution quality
- Consistency of responses with published HR policies
- Escalation of exceptions in line with defined protocols
3. Compliance with regulatory and internal controls in employee relations operations
- Verify that all employee relations activities are conducted in line with applicable labour laws and internal governance standards.
- Support internal and external audit requests by preparing required documentation and clarifications.
- Identify and flag any deviations from standard operating procedures for management attention.
- Assist in the implementation of corrective actions following compliance reviews.
Performance Measures:
- Absence of compliance breaches in operational reviews
- Quality of audit support and documentation provided
- Timely identification and reporting of control gaps
4. Confidentiality and data privacy in handling sensitive employee information
- Apply data protection protocols when processing employee relations records and communications.
- Restrict access to sensitive information to authorised personnel only, in line with bank policy.
- Educate team members on confidentiality requirements during routine interactions.
- Monitor for and report any suspected data privacy incidents to management without delay.
Performance Measures:
- Zero unauthorised disclosures of confidential information
- Adherence to data privacy standards in all case handling
- Prompt escalation of potential data breaches
- Bachelor's degree in Human Resources, Business Administration, or related field
- Certificate in Employee Relations or HR Practice preferred
- Ongoing professional development in employment law or data privacy
