Employee Relations Manager - PHX, AZ

Bank of America•Phoenix, AZ

4d•Onsite

About The Position

At Bank of America, the Employee Relations Manager (ERM) implements employee relations strategies for major business segments and manages the resolution of complex employee relations matters in partnership with Human Resources leaders and other stakeholders. The role facilitates employee relations and personnel-related projects and supports conduct governance routines to mitigate employment risk. The ERM leads a team of Core Employee Relations Consultants managing a high-volume portfolio of employee relations matters. The manager establishes priorities, monitors workload, timeliness and quality, and coaches consultants to conduct thorough, objective reviews; identify root causes and potential risk; and document facts, analysis and recommendation rationale in the case management system. The ERM uses operational, quality and employee data to identify trends, allocate resources, strengthen team capability and improve the client experience. The role partners with Human Resources, Employee Relations Investigations, Legal, Corporate Security, Threat Management, Life Event Services, Quality and Operations to resolve complex or high-risk matters and address systemic opportunities. The ERM supports the Bank’s risk management framework by ensuring issues are identified, escalated and debated and that appropriate controls and actions are implemented. The position may also manage associates and carries responsibilities for inclusive leadership, operational excellence, enterprise communication, risk discipline, coaching, financial stewardship, talent development and delivering business outcomes.

Requirements

At least 8 years of Human Resources and/or Employee Relations experience; equivalent related experience, such as Legal, will be considered.
People leadership experience managing multiple direct reports in a high-volume, complex operating environment.
Strong executive presence and relationship management skills, including the ability to influence stakeholders, peers and partners at all levels.
Excellent written and verbal communication skills, including the ability to explain complex topics clearly and concisely.
Ability to synthesize multiple data points and evidence into coherent, fact-based conclusions and recommendations.
Strong employee relations judgment and risk management capability, including identifying, escalating and debating issues and balancing risk with business and employee outcomes.
High integrity, objectivity and discretion when handling sensitive matters and making consequential decisions.
Ability to use case management, operational and quality data, including Excel and PowerPoint, to identify trends, manage performance and communicate insights.
Ability to use Copilot to enhance and innovate work products and drive efficiency.
Success attracting, hiring, onboarding, coaching, developing and retaining talent.
Ability to establish effective management routines, prioritize and delegate work, improve processes, and strengthen the client and employee experience.
Skills include active listening, coaching, critical thinking, executive presence, risk management, hiring and onboarding, performance management, prioritization, relationship building, retention, conflict management, influence, policies and procedures, project management and record keeping.

Responsibilities

Lead a team of Core Employee Relations Consultants handling a high-volume portfolio; set priorities and monitor workload, timeliness and quality.
Create a culture of trust, accountability, continuous feedback, recognition and continuous improvement.
Set performance expectations, conduct case reviews and one-on-one coaching, provide actionable feedback, and follow through on development actions.
Use case management, quality, workload and employee data to identify trends, diagnose root causes, recognize performance, and communicate emerging risks and operational needs to the Employee Relations Executive.
Guide moderate- to high-risk cases while building consultant capability to assess facts, identify risk and recommend next steps independently.
Build partnerships and influence managers, employees, HR partners, Legal, ERI, Quality, Operations and other stakeholders.
Identify and implement controls, education and process improvements to reduce employee relations risk, improve quality and enhance the client experience.
Partner with ERM peers and ER Operations on talent acquisition, onboarding, staffing, workload allocation, service-level performance and workforce planning.
Use objective judgment to weigh evidence, resolve complex problems and make fact-based recommendations on high-risk employee relations matters.
Mitigate risk by weighing the importance and validity of information, solving problems and making formal recommendations.
Conduct intake of initial concerns, research assigned cases and thoroughly document information gathered.
Build trust and rapport, express empathy, and solicit comprehensive information from employees and managers.
Research case facts, identify root causes and document process-improvement opportunities.
Use subject matter expertise and business acumen to propose employee relations solutions and influence stakeholders through effective communication.
Manage multiple matters simultaneously, prioritize urgent needs and escalate as appropriate within the team leadership structure.
Facilitate conduct governance, consequence model design, performance management guidelines and other projects or initiatives for assigned businesses or the enterprise.
Model an inclusive environment aligned with company Great Place to Work goals.
Demonstrate process knowledge, operational excellence and innovation through simplicity, data-based decisions and continuous improvement.
Communicate enterprise decisions, purpose and results, connecting them to team strategy, priorities and contributions.
Ensure risk discipline, controls and culture are in place to identify, escalate and debate issues.
Coach and provide feedback to motivate, differentiate and improve performance.
Manage expenses and budgets in alignment with objectives and make sound financial decisions.
Assess talent and build bench strength for roles across the organization.
Deliver results by prioritizing, inspecting and appropriately delegating team work.